Wholesale Cutover Communication Plan Wholesale Cutover Communication Plan
Version Control
Version Date Author Change Description 1.0 Draft 09/19/2008 John Berard Document created 2.0 Draft 09/22/2008 John Berard Revised all Sections based on feedback. Added Drafted Escalation List Added Appendix Section Added Timeline 3.0 Draft 09/25/2008 John Berard Revised all sections based on feedback 4.0 Draft 09/26/2008 John Berard Revised all sections based on Legal & Liberty feedback 5.0 Draft 11/13/2008 John Berard Revised all sections based on feedback
Release: September 19, 2008 Page 2 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
I. Introduction
The purpose of the FairPoint Wholesale Cutover Communication Plan (the Plan) is to define and communicate the processes and procedures that FairPoint has developed for interaction between FairPoint and members of the Wholesale Community before, during and immediately following Cutover. Some processes and procedures are still under development and those will be shared with the Wholesale Customers as promptly as possible.
The processes and procedures described in this Plan will be utilized during three periods (defined below): Pre-Cutover, Cutover and Post-Cutover. The Plan describes the processes that will be in effect during each of these periods. FairPoint is committed to parity, business continuity, and ongoing communications to ensure as smooth a transition as possible with minimal disruption to our Wholesale Customers and their end-users.
Wholesale Customers in Maine, New Hampshire and Vermont are familiar with the current Verizon Systems for ordering, provisioning, installation, testing/turn up, maintenance, repair and other assorted systems. FairPoint will be transitioning from those existing Verizon Systems to our customized solution that will be turned up during Cutover. The Plan will define system processes and transition timelines so the Wholesale Community will know what to expect and can become familiar with all aspects of the coming transition. The Plan will also continue to be updated as additional information becomes available and as dates are finalized.
The transition timelines presented in this manual are divided into three phases. Those phases are:
i. Pre-Cutover. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of The Systems transition, including but not limited to system integration, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre- Cutover is tentatively scheduled to end on January 30th, 2009 at 6:00 pm. This date assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, 2008.
ii. Cutover. Cutover is that time when the current systems will be unavailable and the transition to the new systems will be taking place. Cutover is tentatively scheduled to begin at 6:01 pm January 30, 2009 pending Verizon approval. The Cutover period is anticipated to last five (5) business days and end on February 6, 2009 at 6:00 pm. At the conclusion of Cutover, the Post-Cutover period will begin. This schedule assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, 2008.
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iii. Post-Cutover. Post-Cutover is that time when the new systems are up and operating. It is our intention that Post-Cutover will continue until systems are operating normally and within defined, guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 6:01 pm on February 6, 2009. This date assumes the 60 day Irrevocable Notice of Cutover has been agreed to and issued by November 30, 2008 and that Cutover has begun on January 30th, 2009 at 6:01 pm.
All days specified within the Plan are calendar days unless specifically noted otherwise. The Plan, its three unique phases and the processes associated with those phases are applicable to ALL FairPoint customers, including both Retail and Wholesale Customers. Parity is our guide for all customer impacting changes and processes.
Cutover is subject to approval and authorization of regulatory authorities. All dates and timeframes contained in this Wholesale Cutover Communication Plan are subject to change.
If you have questions with regard to the information contained in the Plan, please feel free to contact John Berard at (207) 648-3085 or contact your FairPoint Account Team.
This Wholesale Cutover Communication Plan is provided for informational purposes only and FairPoint reserves the right to make changes to the processes described in this Wholesale Cutover Communication Plan in its sole discretion. While FairPoint believes the information contained herein is true and accurate, FairPoint makes no representations or warranties, express or implied, as to the accuracy or completeness of the information contained in this Wholesale Cutover Communication Plan. This Wholesale Cutover Communication Plan does not constitute a contract, and issuance of this Plan does not create any contractual obligations or any other obligation whatsoever on the part of FairPoint or Verizon or any FairPoint or Verizon affiliate.
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Critical Terms
1. CDG. CDG or Communications Data Group is a Service Bureau that FairPoint uses, to support both Wholesale Customer access and local billing.
2. Customer Jeopardy. A Customer Jeopardy is any order that is in a jeopardy status as a result of a Wholesale Customer’s issues, such as. no access or customer not ready. These orders will be cancelled by Verizon on the date of Cutover and will need to be reinitiated by the Wholesale Customer in FairPoint systems.
3. Cutover Period. Cutover is that time when the current Verizon Systems will be unavailable and the transition to the new FairPoint systems will be taking place. Cutover is tentatively scheduled to begin at 6:01 pm January 30, 2009. The Cutover period is anticipated to last five (5) business days and end on February 6, 2009 6:00 pm. At the conclusion of Cutover, the Post-Cutover period will begin. This schedule assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, 2008 and that Cutover begins on January 30, 2009 at 6:01pm.
4. Embargo. In order to minimize manual handling of orders during Cutover, FairPoint will impose an Embargo on orders that might not complete before Cutover. The Embargo will apply to all retail and wholesale orders with due dates five (5) days prior to the scheduled Cutover date or later. For the anticipated Cutover date of January 30, 2009 at 6:00 pm, orders with due dates of 6:00 pm on January 23, 2009 or later would be subject to the Embargo. Emergency orders (see below) are not subject to the Embargo. Wholesale Customers with orders subject to the Embargo will not be allowed to submit the orders in the Verizon Systems; however, the Wholesale Customers may either submit the orders in Wisor, where they will be queued for execution in the Post- Cutover period, or may delay submitting the orders until the Post-Cutover period.
5. Emergency Orders. Emergency orders are those orders that qualify under the Telecommunications System Priority (TSP) Guidelines, as defined by the Federal Office of Priority Telecommunications. TSP orders are available to Business and Government End Users only and not to residential customers. TSP codes are assigned by the Federal Office of Priority Telecommunications. In addition we will, on a case by case basis, provision orders for such issues as New Service for “Medical” expedites, Change TN for legal demand situations, Change Directory Listing for legal demand situations and other extreme or emergency scenarios. These orders will require approval at Director Level during Cutover.
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6. FairPoint Jeopardy. A FairPoint jeopardy is any order that is in a jeopardy status as a result of a FairPoint issue, such as scheduling work load. These orders will be treated as in-flight orders and will be re-keyed into the FairPoint systems by FairPoint personnel.
7. Flow Through: FairPoint will measure Flow Through as the ability for qualifying orders to obtain a Firm Order Commitment (FOC) without manual intervention.
8. Implementation Manager. Implementation Managers are individuals with the Business and Wholesale Services Organization who will be responsible for Emergency Orders during Cutover. They will coordinate conference calls that will include all necessary departments in order to have services turned up.
9. In-Flight Orders. In-flight, or pending orders are those orders (ASRs and LSRs) received by FairPoint from Verizon with a due date extending beyond the Embargo Date. These orders will be manually re-keyed into the FairPoint systems once they become operational. These will include any orders submitted into the Verizon systems once the Embargo Period begins.
10.New Orders. New Orders are orders which are queued in the FairPoint Wisor system or held until the completion of Cutover as the due dates extend beyond the Embargo period. These orders will be processed as soon as the FairPoint systems become operational.
11.Pending Orders. Pending Orders are the orders that will remain open in the Verizon system and will have to be re-keyed into the FairPoint systems by FairPoint personnel. This will be inclusive of all in-flight orders.
12.Post-Cutover Period. Post-Cutover is that time when the new FairPoint Systems are operating. The Post-Cutover period will continue until the new FairPoint Systems are operating normally and within defined guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 6:01 pm on February 6, 2009. This date assumes the 60 day Irrevocable Notice of Cutover has been agreed to and issued on November 30, 2008 and that cutover has begun on January 30th, 2009 at 6:01 pm.
13.Pre-Cutover Period. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of the systems transition, including but not limited to system development, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre-Cutover is tentatively scheduled to end on January 30, 2009 at 6:00 pm. This date assumes
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the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008 and that Cutover begins on January 30, 2009 at 6:01pm.
14.Siebel. Siebel is a FairPoint internal application that houses the Wholesale Customer hierarchy of account information and certain associated assets (such as loops, features, Uniform Service Order Codes, etc.).
15.Systems. The systems used by members of the Wholesale Community and FairPoint for pre-ordering, ordering, provisioning, installation, testing, maintenance, repair and billing of FairPoint Wholesale Services.
16.Wisor. Wisor is a FairPoint provided external application that allows Wholesale Customers to send and receive Pre-Order, Order, Order Status and Trouble Administration transactions using a Web browser or EDI. It is used in the FairPoint states of Maine, New Hampshire and Vermont.
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Release: September 19, 2008 Page 8 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
TABLE OF CONTENTS
1 STAFFING...... 13
1.1 Wholesale Service Center (WSC) – Ordering...... 13 1.1.1 Pre-Cutover:...... 13 1.1.2 Cutover...... 14
1.2 Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair ...... 14 1.2.1 Pre-Cutover...... 15 1.2.3 Post-Cutover...... 15
2 WHOLESALE CUSTOMER TRAINING...... 15
2.1 Wisor Training...... 16 2.1.1 Pre-Cutover...... 16 2.1.2 Cutover...... 17 2.1.3 Post-Cutover...... 17
3 PRE-ORDER...... 17
3.1 Process...... 17 3.1.1 Pre-Cutover...... 17 3.1.2 Cutover...... 18 3.1.3 Post-Cutover...... 18
4 ORDERING...... 18
4.1 Escalation Lists...... 18
4.2 Pending (In-Flight) Orders...... 18 4.2.1 Pre-Cutover...... 20 4.2.2 Cutover...... 22 4.2.3 Post-Cutover...... 22
4.3 Orders in Jeopardy Status...... 23 4.3.1 Pre-Cutover...... 23 4.3.2 Cutover...... 23 4.3.3 Post-Cutover...... 24
4.4 New Orders...... 24 4.4.1 Pre-Cutover...... 24 4.4.2 Cutover...... 24 4.4.3 Post-Cutover...... 25
4.5 Emergency Orders...... 25 4.5.1 Pre-Cutover...... 25 4.5.2 Cutover...... 26 4.5.3 Post Cutover...... 26
4.6 Regulatory Relief...... 26 4.6.1 Metric Relief...... 26
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4.7 System Release Management...... 27
5 DIRECTORY LISTINGS...... 27
5.1 Directory Listings Overview...... 27 5.1.1 Pre-Cutover...... 28 5.1.2 Cutover...... 28 5.1.3 Post-Cutover...... 29
6 PROVISIONING & INSTALLATION...... 29
6.1 Escalation Lists / Process...... 29
6.2 Order Processing...... 30 6.2.1 Pre-Cutover...... 30 6.2.2 Cutover...... 30 6.2.3 Post-Cutover...... 30
6.3 Emergency Orders...... 31 6.3.1 Pre-Cutover...... 31 6.3.2 Cutover...... 31 6.3.3 Post-Cutover...... 32
7 BILLING...... 32
7.1 Escalation List...... 32
7.2 Billing Disputes...... 32 7.2.1 Pre-Cutover...... 32 7.2.2 Cutover...... 33 7.2.3 Post-Cutover...... 33
7.3 Media / Format...... 33 7.3.1 Pre-Cutover...... 33 7.3.2 Cutover...... 35 7.3.3 Post-Cutover...... 35
7.4 DUF...... 36 7.4.1 Pre-Cutover...... 36 7.4.2 Cutover...... 36 7.4.3 Post-Cutover...... 36
7.5 Payments...... 37 7.5.1 Pre-Cutover...... 37 7.5.2 Cutover...... 37 7.5.3 Post-Cutover...... 37
7.6 Billing Cycles...... 38 7.6.1 Pre-Cutover...... 38 7.6.2 Cutover...... 38 7.6.3 Post Cutover...... 38
7.7 CARE / NeuStar...... 38 7.7.1 Pre-Cutover...... 38 7.7.2 Cutover...... 39
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7.7.3 Post-Cutover...... 39
7.8 Billing and Collection Services (B&C)...... 40 7.8.1 Pre-Cutover...... 40 7.8.2 Cutover...... 40 7.8.3 Post-Cutover...... 40
8 E9-1-1...... 40
8.1 Escalation Lists...... 40
8.2 E9-1-1 Process...... 40 8.2.1 Pre-Cutover...... 41 8.2.2 Cutover...... 41 8.2.3 Post-Cutover...... 42
9 TROUBLE ADMINISTRATION / REPAIR...... 42
9.1 Escalation Lists...... 42
9.2 Ticket Submission...... 42 9.2.1 Pre-Cutover...... 42 9.2.2 Cutover...... 43 9.2.3 Post-Cutover...... 44
9.3 Remote Testing...... 44 9.3.1 Pre-Cutover...... 44 9.3.2 Cutover...... 44 9.3.3 Post-Cutover...... 45
9.4 Dispatch Request...... 45 9.4.1 Pre-Cutover...... 45 9.4.2 Cutover...... 45 9.4.3 Post-Cutover...... 45
9.5 System Release Management...... 45 9.5.1 Under Development...... 45
10 OPERATOR SERVICES / DIRECTORY ASSISTANCE (OS/DA)...... 46
10.1 OS/DA Process...... 46 10.1.1 Pre-Cutover...... 46 10.1.2 Cutover...... 46
11 METRICS...... 46
11.1 PAP Delivery Process...... 46 11.1.1 Pre-Cutover...... 46 11.1.2 Cutover...... 47 11.1.3 Post-Cutover...... 47
12 INTERVAL GUIDES...... 47
12.1 Summary...... 47
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13 ESCALATION LISTS...... 47
13.1 FairPoint Wholesale Account Team Contacts...... 47
13.2 Provisioning, Installation, Repair and Maintenance Contact Lists...... 49
13.3 Escalation Lists...... 53
14 WHOLESALE CUSTOMER CHECK LIST...... 69
15 APPENDICES...... 72
15.1 Appendix A - FairPoint Wholesale Customer Facing Systems Migration Table...... 72
15.2 Appendix B – Company Codes...... 73
16 GLOSSARY...... 74
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1 STAFFING
1.1 Wholesale Service Center (WSC) – Ordering
Summary
The following is an outline of key staffing plans to address production levels and contingency staffing for Post-Cutover. These are the current staffing numbers to ensure the FairPoint Wholesale Service Center (WSC) has sufficient resources in place to address historically normal work volume, Pre-Cutover activities and contingency staffing for Post-Cutover.
FairPoint’s staffing plan was constructed based on the understanding of a level of flow through (to obtain a FOC response) that would be provided by our systems. FairPoint has identified the volumes of orders by product type based on historical information and aggregated the numbers to a volume of flow through based on the products that will be eligible for flow through. Staffing was then based on the needs for standing up the systems and working the complex orders in a manual process and also being staffed for the anticipated volume of manual fallout. The numbers for FairPoint’s flow through orders are in line with those of Verizon.
1.1.1 Pre-Cutover:
1.1.1.1 Normal Production Staffing Level: FairPoint maintains its production staffing level based on expected flow-thru intervals on the new FairPoint systems.
1.1.1.1.1 FairPoint has 90% of the required personnel resources on board. The staff is processing orders currently in the Verizon system and going through training in preparation for Cutover. The additional 10% of staff needed have been selected and will begin training at the end of October. The training will run continuously through Cutover and beyond. FairPoint maintains a continual recruitment, hiring and training program to ensure that we have sufficiently trained personnel to manage order activity.
1.1.1.2 Temporary Support Staffing: FairPoint WSC will increase its staffing level above the historically normal production level by 17%. The staff will be used to support the Cutover and beyond. This is in addition to the current staffing levels and additional 10% identified. The staff is being put in place to support ancillary tasks, and to provide the WSC management team the opportunity to test and train on the new systems while current production levels are maintained.
1.1.1.2.1 Temporary support staff is planned to be in place 60 days prior to Cutover and will be maintained after Cutover until this force is no longer required.
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1.1.1.3. Contingency Staffing Level: FairPoint WSC will increase staffing by an additional 57% for staffing of a disaster recovery plan if flow-through as expected is not realized. This staff is over and above the temporary support staff that will be in place within the WSC. We plan to outsource approximately 85% of this staffing increase to an experienced provider who has previously contracted with Verizon to support LSR and ASR activities. .
1.1.1.3.1 Contingency Support Staff is expected to be in place 45 days prior to Cutover. This team has already been working ASR and LSR projects for a Bell Operating Company and will be receiving FairPoint system training beginning December 1, 2008.
1.1.2 Cutover
1.1.2.1 The Wholesale Service Center will have system subject matter experts in place on the floor to coach the WSC Representatives on potential knowledge gaps and system functionality. These SMEs will have overall Wholesale Customer knowledge and skills and will be maintained until FairPoint is able to return to the normal production staffing levels.
1.1.3 Post-Cutover
1.1.3.1 Return to Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog of orders has been eliminated, flow- through has resumed to expected levels and new employee skill levels have reached acceptable levels to provide and meet the service demands of our customers.
1.2 Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair
Summary
The following is an outline of key staffing to address normal production levels, Pre- Cutover staffing and contingency staffing for Post-Cutover. These staffing levels will ensure that the Regional Operations Center (ROC) will have the necessary resources in place to address normal work volumes, Pre-Cutover activities and contingency staffing for Post-Cutover.
FairPoint’s ROC assumes the functions and responsibilities of the following Verizon centers: Overall Control Office (OCO), Maintenance Control Office (MCO), Regional CLEC Coordination Center (RCCC), Regional CLEC Maintenance Center (RCMC) and the Data Services Assurance Center (DSAC). In addition the FairPoint Emergency Response Center (FERC) will also be managed from the ROC. Due to consolidation of the aforementioned Verizon centers into the ROC, the staffing plan for Provisioning and Installation is the same as the plan for Trouble Administration and Repair.
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1.2.1 Pre-Cutover
1.2.1.1 Normal Production Staffing Level: FairPoint has planned for production staffing levels based on expected flow through intervals on the new FairPoint Systems. FairPoint flow-through levels are expected to be the same as the current Verizon flow-through levels.
1.2.1.1.1 FairPoint currently has 90% of the required staff on board; the staff is processing orders and trouble tickets currently in the Verizon system or going through training in preparation for Cutover. FairPoint’s plan calls for 100% of the staff needed to be on board in time for Cutover.
1.2.1.2 Temporary Support Staff: FairPoint has increased its staffing level by 14% to support Pre-Cutover activities. This staff supports ancillary tasks and affords the management team the opportunity to test and train on the new systems while current production levels are maintained.
1.2.1.3 Contingency Staffing Level: FairPoint will increase staffing by an additional 14% (in addition to the temporary staffing) to support any unanticipated lower level of flow-through. These resources will be utilized until the provisioning and trouble administration volumes return to normal levels.
1.2.1.3.1 Contingency Support Staff will be in place 45 days prior to Cutover.
1.2.2 Cutover
1.2.2.1 Same as Above
1.2.3 Post-Cutover
1.2.3.1 Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog has been eliminated, flow-through has resumed and new employee skill levels have reached acceptable levels.
2 WHOLESALE CUSTOMER TRAINING
FairPoint has posted on the Wholesale Web Site the current training schedule, which is also provided below. In addition, FairPoint Accessible Letter SYS 0031 10312008 was sent out on October 31, 2008 requesting each Wholesale Customer provide FairPoint with
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contact information for the Wisor VFO Administrator and Wholesale Customer Portal Administrator.
IDs and passwords will be returned to Administrators at the beginning of December.
Finally, the FairPoint / Wisor Connectivity Guide was also posted to the FairPoint Wholesale Web Site in October 2008 and should be referred to for additional information.
2.1 Wisor Training
2.1.1 Pre-Cutover
2.1.1.1 FairPoint provided Wisor training in May and June of 2008 for Pre-Order, Order, and Trouble Administration for all companies participating in Phase 3 Testing. This training is currently available on the FairPoint Wholesale Website for those who would like to view the WebEx sessions. This training was focused on preparing Wholesale Customers for the CLEC Testing of the Wisor gateway.
2.1.1.2 In November 2008, FairPoint expects to provide additional training preparing our Wholesale Customers for the Post-Cutover Production Phase. This program will include training sessions for your Wisor Password Administrators, Local Pre- Order and Order transactions, Access Pre-Order and Order transactions, and Trouble Administrators. The planned schedule is as follows:
All times are ET
WISOR ID Administrators Training Sessions* (One Hour Sessions)
November 03, 2008** 10:00 am to 11:00 am, 1:00 pm to 2:00 pm November 04, 2008** 10:00 am to 11:00 am, 1:00 pm to 2:00 pm
WISOR GUI Training – Trouble Ticket Administration – Maintenance Transactions (3 hour sessions)
November 05, 2008**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm November 06, 2008**, 09:00 am to 12:00 pm
WISOR GUI Training - Pre-Order and Order Transactions – LSR* (Two 3 hour sessions)
Part 1: November 10 and 12**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Part 2: November 11 and 13**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm
WISOR Training - Pre-Order, Order Transactions – ASR* (Two 3 Hour Sessions)
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Part 1: November 17 and 19**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Part 2: November 18 and 20**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm
*Note: WebEx training will be posted to the FairPoint Website post completion for those unable to attend one of these sessions.
**Note: Wholesale Customers will only need to attend one of the training sessions. Multiple sessions are offered to assist you with scheduling your teams.
2.1.2 Cutover 2.1.2.1 Not Applicable
2.1.3 Post-Cutover 2.1.3.1 FairPoint will be posting on the Wholesale Web Site six self-paced training sessions under the Virtual Front Office section. Included will be six WebEx sessions and related slides covering password administration, LSR pre-order and order, ASR pre-order and order and Trouble Administration.
2.1.3.2 If a Wholesale Customer has questions regarding the training, they should send an email to [email protected] and a Subject Matter Expert will respond.
3 PRE-ORDER
3.1 Process
3.1.1 Pre-Cutover
3.1.1.1 Wholesale Customers will have the full functionality of the Verizon Pre-Order system until the Cutover Period begins, tentatively scheduled for January 30, 2009, except for TN Reservations and Installation Appointment Requests. Verizon will cancel any TN Reservations and Installation Appointment Requests that do not have a firm order commitment in the Verizon system within five business hours.
3.1.1.2 Orders that are to be queued in Wisor for post-Cutover installation will use the Verizon pre-order system until Cutover.
3.1.1.3 No FairPoint Pre-Order functionality will be available until the systems become fully operational. Orders entered into Wisor to be queued without using Pre- Order risk potential rejects when the systems become operational This process will be the same for Retail orders.
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3.1.1.4 Pre-Order TN reservation transactions in the Verizon system will be re-keyed into the FairPoint systems by FairPoint personnel. Pre-Order business rules for TN reservations in the FairPoint systems were posted to the FairPoint Web Site in mid-October 2008.
3.1.2 Cutover
3.1.2.1 Verizon Systems will not be available and no Pre-Order activity will be possible until all systems on the new FairPoint platform are operational.
3.1.3 Post-Cutover
3.1.3.1 FairPoint expects all Wholesale Customers will have full functionality of Pre- Order activities when the new FairPoint Systems are operational.
4 ORDERING
4.1 Escalation Lists
See Escalation Lists (Section 13) for Pre-Cutover & Post-Cutover Contacts.
4.2 Pending (In-Flight) Orders
This section addresses pending orders. Pending Orders may be completed in the Verizon systems, cancelled by FairPoint, or in-flight for “re-key” by FairPoint. It is critical for Wholesale customers to understand what actions FairPoint would take and what the customers need to do for each of the above pending order end states.
Summary:
FairPoint will work with Verizon’s LSR and ASR teams to generate reports and close out past due or invalid orders prior to Cutover. Those orders that are identified as in-flight will be manually keyed into the new FairPoint Systems by FairPoint representatives.
The following section is a detailed plan covering several key components that have been identified and addressed moving into Cutover. In general, this section includes data extract and conversion activities, customer communication plans and processes, as well as key center logistics required to organize the Wholesale Service Center in preparation for the move off of the Verizon Systems and onto the new FairPoint Systems.
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There are three categories of Pending Order scenarios.
Scenario 1 – Orders confirmed with Due Date before Embargo (January 23, 2009)
If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: Completed in Verizon Do nothing Make sure that Systems before cutover Provisioning Completion Notification (PCN) and Billing Completion Notification (BCN) are received Jeop’d with “Customer FRP will communicate daily CLEC may supp to resolve Jeopardy” (CJ) with CLEC to help manage or cancel Scenario 1-type and resolve CJ. orders in Verizon Systems Verizon will cancel order at Cutover if nothing is done by CLEC. FRP will provide cancelled order report to CLEC on 1st night of cutover “with no Jeopardy” but not FRP will classify these as CLEC should review completed by Verizon In-flight Orders. They will cancellation report at Systems (FRP past due be re-keyed into Wisor by Cutover to make sure these orders) at cutover FRP personnel orders are not cancelled Jeop’d with “FRP Jeopardy” FRP will classify these as CLEC should review (FJ) In-flight Orders. They will cancellation report at be re-keyed into Wisor by Cutover to make sure these FRP personnel if not orders are not cancelled resolved/completed by Cutover Late jeopardy identified FRP will negotiate with CLEC should negotiate during the Embargo period CLEC to determine with FRP whether the order should be cancelled or re-keyed (in-flight)
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Scenario 2 – Orders have a confirmed Due Date past Embargo (after January 23, 2009).
If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: Confirmed by Verizon FRP will extract these in- CLEC should work with Systems with no jeopardy or flight orders from the FRP with FRP jeopardy (FJ) Verizon systems 30 days prior to the Cutover.
Jeop’d with “Customer FRP will communicate daily CLEC will need to re- Jeopardy” (CJ) with CLEC to help manage submit these orders and resolve CJ using the Wisor FRP will cancel order Gateway. FRP will provide cancel report to CLEC on 1st night of cutover
Scenario 3 – New Orders that Wholesale Customers submit via Wisor with a Desired Due Date extending beyond the Embargo date (January 23, 2009).
If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: With Desired Due Date Wisor Gateway will reject CLEC may elect to: beyond Embargo Period or queue up submitted Submit these orders orders. FOC will not be through the WISOR returned until post Gateway Cutover. Or hold these orders and submit Post-Cutover
4.2.1 Pre-Cutover
4.2.1.1 FairPoint plans to issue a notice of Cutover readiness to Verizon 60 days prior to our intent to Cutover. FairPoint has received tentative approval from Verizon for a planning date of January 30, 2009 at 6:00 pm.
4.2.1.1.1 FairPoint, 30 days prior to Cutover, will pull an extract out of the Verizon Systems of all in-process orders that are not in a jeopardy state and have a due date past the Embargo date for re-key into the FairPoint Systems (In-Flight orders).
4.2.1.1.2 Verizon has indicated that it will cancel any order sitting in customer jeopardy as of Cutover.
4.2.1.1.3 In preparation for jeopardy cancellation at Cutover, FairPoint will pull daily ASR and LSR jeopardy reports from the Verizon Systems so that FairPoint can begin daily communication with Wholesale Customers to
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manage and minimize the number of cancellations at Cutover. The FairPoint Service Management Team will work with our Wholesale Customers to resolve jeopardies on a daily basis until Cutover. See Orders in Jeopardy Status (Section 4.3). FairPoint will start pulling the jeopardy reports to begin this type of communication 30 days prior to Cutover. Because January 1st is a holiday, Wholesale Customers can anticipate receiving the first report on or about January 2nd.
4.2.1.1.4 Any late jeopardy notification that is identified during the Embargo will be identified and negotiated with the Wholesale Customer to see if it should be cancelled and re-entered by such Customer or if it becomes an in-flight order. FairPoint plans to provide daily jeopardy reports to its wholesale Customers until Cutover so they are aware of any orders that will be cancelled and have to be re-entered by such Customer into the new FairPoint Systems.
4.2.1.2 FairPoint believes it is Verizon’s intent to send notification 45 days prior to Cutover (implementation) to confirm final documentation on the exit plan.
4.2.1.3 For both Wholesale and Retail clients, FairPoint will implement an Embargo or due date block for its Retail clients, scheduled to begin January 23, 2009, and has requested that Wholesale clients agree to implement an Embargo or due date block starting on the same schedule. The five (5) business day interval allows time for the order to complete in the Verizon Systems prior to Cutover and provides for issuance of notifiers: Provisioning Completion Notice (PCN), Billing Completion Notice (BCN) or any potential jeopardy notices.
4.2.1.4 FairPoint plans to pull extracts 60 days in advance and will run mock internal tests on all extracts received from Verizon to ensure we have all information for in-flight orders in a readable and useable format that can be assigned to the Wholesale Service Center Representatives.
4.2.1.4.1 Extracts for ordering will include all pending orders and their current state, copies of the ASR and LSR that was submitted, all RequestNet pending construction requests and their current state, all facility assignments, all pending jeopardy orders that will be cancelled, CARE fallout, Directory Listing fallout, pending inquiries and TN reservations.
4.2.1.5 FairPoint plans to stand up the upfront Order Entry System, Wisor, on January 5, 2009. Both eBonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period. Wholesale Customers who receive rejects on orders placed via Verizon Systems for due dates subject to the Embargo will have the ability, starting on this date, to key orders into Wisor which will queue the order until the new FairPoint Systems become operational.
4.2.1.6 FairPoint will receive daily extracts from Wisor of all new orders entered during Pre-Cutover and Cutover. Wholesale Customers will have the ability to view orders placed in the Wisor System on a daily basis.
Release: September 19, 2008 Page 21 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
4.2.1.7 FairPoint has adopted the same servicer order intervals Verizon has previously provided in the states of Maine, New Hampshire and Vermont. During the time immediately following Cutover, Customers will be receiving longer than normal intervals due to the backlog of orders. Please refer to the Due Date Interval Guides on the Wholesale Web Site. There is a guide for the Post-Cutover time period as FairPoint works to eliminate the backlog of orders as well as a guide for the time period when FairPoint eliminates the backlog and returns to business as usual.
4.2.2 Cutover
4.2.2.1 FairPoint plans to provide to its Wholesale Customers with a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The customer will be responsible for re-entry of these orders into the Wisor gateway.
4.2.2.2 When the new FairPoint Systems become operational, FairPoint will begin releasing orders that were queued in Wisor on a First in-First out (FIFO) basis.
4.2.2.3 FairPoint is committed to parity and will ensure that all Retail and Wholesale Orders are distributed in an equitable fashion.
4.2.2.3.1 Wholesale Customers will have the opportunity to enter orders into the Wisor system throughout Embargo and Cutover. These queued orders will be eligible for release and flow-through whereas the Retail Orders received during this period will have to be manually re-keyed after the systems become operational.
4.2.2.4 FairPoint has established parity guidelines in conjunction with Retail for the re- key of in-flight orders. Manual re-key efforts will be the same on the Retail side as they will on the Wholesale side.
4.2.3 Post-Cutover
4.2.3.1 FairPoint has established due date intervals in parity with Retail to ensure that the Wholesale Customer has access to the same due dates for delivery of service.
4.2.3.1.1 The due date interval guidelines have been set to ensure the equitable distribution of dispatch and installation resources between Retail and Wholesale orders.
4.2.3.1.2 Following Cutover, due dates will be managed using the posted Interval Guide. The Wholesale Service Center will be responsible for notifying customers of changes in due dates.
4.2.3.1.3 Wholesale Service Center is planning to run daily due date reports by Wholesale Customer until the backlog is resolved.
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4.2.3.2 When the systems become operational, the supervisors will direct the Wholesale Service Center representatives to begin to work the backlog and in-flight orders in the following priority:
4.2.3.2.1 Emergency Orders will be entered into the FairPoint Systems as “Work Complete” orders prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and will be required to be keyed into the systems to update all records.
4.2.3.2.1 Due dates will be changed manually by FairPoint during the re-keying process. FairPoint will relax the due date rules until we return to business as usual.
4.2.3.2.2 Approved expedites
4.2.3.2.3 In-flight orders with standard intervals (oldest to most recent) see In- Flight orders 4.2
4.3 Orders in Jeopardy Status
4.3.1 Pre-Cutover
4.3.1.1 Sixty (60) days prior to Cutover, FairPoint plans to send an Accessible Letter to the Wholesale Customers to request an e-mail list to be used in the notification of in-flight / jeopardy orders. An in-flight order is any confirmed order that has not completed within the Verizon Systems at the time of Cutover (when the Verizon Systems are turned down). These transactions that are pending in the Verizon back office systems will be re-keyed by FairPoint into the new FairPoint Systems.
4.3.1.2 This letter will require a response within 10 days.
4.3.1.3 Forty (40) days prior to Cutover, FairPoint plans to send a test e-mail to verify the provided customer email addresses.
4.3.1.4 FairPoint will require a positive response from each intended recipient.
4.3.2 Cutover
4.3.2.1 FairPoint plans to provide to its Wholesale Customers a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The Wholesale Customer will be responsible for re-entry of these PON’s into the Wisor gateway as these orders all have issues that require the Wholesale Customer to update information in order to continue. The only jeopardy orders that will be re-keyed by FairPoint into the FairPoint Systems will be those pending a FairPoint jeopardy issue, or those that were issued on the last day of the Embargo as the Wholesale Customer will have had no time to resolve this jeopardy.
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4.3.3 Post-Cutover
4.3.3.1 As the FairPoint Systems become operational, the normal jeopardy process will be followed. FairPoint plans to accept responses to all jeopardy orders that were in-flight from the last day of due date acceptance, or for jeopardies from a FairPoint issue.
4.4 New Orders
4.4.1 Pre-Cutover
4.4.1.1 During this period, Wisor will be the only FairPoint system available to continue queuing orders. Both eBonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period.
4.4.1.2 The eBonded Wholesale Customers will all receive a 997 acknowledgement. The eBonded Wholesale Customers may also receive an 855 reject, if there are any business rule errors. The wholesale customer can then issue an 860 correction and then receive another 997 acknowledgement. The Wholesale Customer will not, however, receive a Firm Order Commitment (FOC) until the back-end systems are brought on-line after Cutover.
4.4.1.3 For GUI users, once the order is submitted, it will move from pending validation to submitted status. If business rules are violated, a reject will be sent back to the Wholesale GUI user to resubmit the order. As with eBonded Wholesale Customers, a FOC will not be sent until the back-end systems are brought on- line after Cutover. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time
4.4.1.4 Business Rules have been posted to the FairPoint Wholesale Web Site.
4.4.1.5 For questions concerning orders queued in Wisor during this period, Wholesale Customers should contact the FairPoint call center at 866-925-8971.
4.4.2 Cutover
4.4.2.1 During this period, Wisor will be the only new FairPoint system available to continue queuing orders. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time.
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4.4.2.1.1 ASR’s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on 877-946-5222 or the Carrier Account Team Center (CATC) for order inquiries on 800-483-7766. The new FairPoint Wholesale Service Center number to call is 866-925- 8971.
4.4.2.1.2 LSR’s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on 877-946-5222 or the National Market Center (NMC) for order inquiries on 866-925-8971. The new FairPoint Wholesale Service Center number to call is 866-925-8971.
4.4.3 Post-Cutover
4.4.3.1 FairPoint plans to provide Wholesale Customers all electronic responses after Cutover. Any orders that were still active in the Verizon systems at Cutover will be re-keyed by FairPoint personnel and considered in-flight orders. All future confirmations, jeopardy or completion notices will be generated via the Wisor system and sent to the Wholesale Customers. Due date edits will be relaxed during the Post Cutover period. FairPoint has posted to the Wholesale Web Site an Interval Guide to address extended due dates during the Embargo and Cutover period.
New orders with desired due dates that fall within the Embargo and Cutover periods will be considered in-flight orders. They will be re-keyed by FairPoint personnel into the Wisor system. The due dates for the re-keyed orders will be in accordance with the posted Interval Guide.
4.4.3.2 Fallout on any ASR’s or LSR’s will be handled by FairPoint’s service representatives who will directly interface with the Wholesale Customers, Field Personnel, or Central Office Personnel, as necessary.
4.5 Emergency Orders
Summary:
FairPoint defines Emergency Orders for Retail and Wholesale Customers as those that would qualify under the TSP guidelines. Telecommunications Service Priority (TSP) is available to Business and Government end users. It is not valid on Residential Accounts. A TSP Authorization Code is assigned to the end user by the Office of Priority Telecommunications. In addition, we will, on a case by case basis, handle such issues as New Service for “Medical” expedites, Change TN for legal demand situation, Change directory listing for legal demand situation and other extreme or emergency scenarios. These orders will require approval at Director Level (Rich Murtha) during Cutover.
4.5.1 Pre-Cutover
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4.5.1.1 FairPoint will implement a Pre-Cutover Emergency Provisioning Plan to address orders subject to the Embargo.
4.5.1.1.1 The Wholesale Service Center will receive escalated calls from Wholesale Customers requesting Emergency Provisioning Services. The Escalation Manager will log the request in an excel spreadsheet and provide a case number back to the carrier. If the request meets one of the criteria defined in the Emergency Provisioning Guidelines document it will immediately be forwarded to the Wholesale Service Center Director for review and approval.
4.5.1.1.2 The Director upon receipt of the request will provide a confirmation or denial of the request and an estimated timeframe to complete the request. Once approved by the Director, the order will be handed to an Escalation Manager who will negotiate with engineering, installation and dispatch to confirm the delivery date of the order and keep the customer updated with status. All Emergency requests will be prioritized based on the critical nature of the service. Provisioning timelines will vary for each request.
4.5.2 Cutover
4.5.2.1 Same as above
4.5.3 Post Cutover
4.5.3.1 Emergency orders will be keyed into the new FairPoint Systems prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and must be keyed into the systems to update all records.
4.5.3.2 FairPoint plans to implement Normal escalation processes for all requests.
4.6 Regulatory Relief
4.6.1 Metric Relief
4.6.1.1 FairPoint plans to request relief from the Maine, New Hampshire, and Vermont regulatory agencies, from any absolute interval requirements during the month in which Cutover begins , the month in which Cutover is completed and the month following Cutover completion. FairPoint does not plan to ask for relief from anything associated with parity. FairPoint will not be submitting requests for relief on behalf of individual Wholesale Customers.
Release: September 19, 2008 Page 26 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
4.7 System Release Management
4.7.1 The Wholesale Service Center Manager and Director will participate in a customer facing bridge in order to provide Wholesale Customers with a status of systems and to confirm execution of Post-Cutover efforts. (The bridge number will be placed on the FairPoint website and issued via normal communication methods to all Wholesale Customers.) The bridge will be open following the completion of Cutover. FairPoint plans to provide status updates twice daily for the first five business (5) days following Cutover, or until issues are resolved. In addition, we will send via the notification process an email with all open issues with updates for Wholesale Customers.
4.7.2 The Wholesale Service Center staff is scheduled to be trained and prepared to move to contingency plans if the FairPoint Systems should run into a mass failure during the startup period following the end of Cutover. FairPoint Wholesale Service Center supervisors will begin to compile the list of extracts (daily back up files) from Wisor to prepare data for the implementation of manual provisioning procedures via spreadsheet through the different organizations.
4.7.3 In the event that FairPoint must move to a manual provisioning environment, all orders will be assigned to specific representatives to manually track and provide status back to the Wholesale Customer. Wholesale Customer assignments will be made and Wholesale Customers will be provided with specific contact information on who will be handling their orders via the same process used to communicate orders in jeopardy status. The assigned representative will be responsible for keeping Wholesale Customers up to date on all major milestones throughout the order spreadsheet process
4.7.4 At Cutover, staffing numbers for contingency planning and disaster recovery were based on 60% flow-through. FairPoint is contracting with a company that has the ability to add additional resources in the event of a failure. FairPoint will determine within a timely manner of the outage whether or not to initiate additional resources predicated on the severity of any specific outage.
4.7.5 The Change Management Process Guide has been posted to the Wholesale Web Site and provides information regarding the Post-Cutover release process.
5 DIRECTORY LISTINGS
5.1 Directory Listings Overview
All Directory Listing Orders require an OCN.
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5.1.1 Pre-Cutover
5.1.1.1 All Listing Verification Record (LVR) activity will be business as usual during Pre- Cutover. Wholesale Customers will continue to utilize the Verizon website to access the LVR records.
5.1.1.2 FairPoint has initiated an email communication strategy to manage customer jeopardies. FairPoint will work with all Wholesale Customers to establish and test communication through email in the following ways:
5.1.1.2.1 On December 2, 2008, FairPoint will send an Accessible Letter to the Wholesale Customers to request an e-mail list to be used in the notification of Directory Listing in-flight/jeopardy notices. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008.
5.1.1.2.2 This letter will require a response within ten (10) days.
5.1.1.2.3 On December 21, 2008 FairPoint will send a test e-mail to verify provided customer email addresses. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008.
5.1.1.2.4 FairPoint will require a positive response from each intended recipient.
5.1.1.3 Thirty (30) days prior to Cutover, FairPoint intends to begin providing daily notification of all customer jeopardies. Wholesale Customers will have the ability to update these jeopardies for approximately twenty (20) days.
5.1.1.4 During the Embargo, customers will not have the ability to modify orders or dates in the Verizon systems. Wholesale Customers will be required to re-enter into Wisor all orders that were in customer jeopardy status prior to Embargo. To ensure parity, Retail Customers will have the same requirement.
5.1.1.5 FairPoint will continue to provide daily notification of customer jeopardy notices up until Cutover. At this time FairPoint will provide a final extract of all orders that were sitting in customer jeopardy status and will be cancelled by Verizon once Cutover begins. The continued daily jeopardy reports will allow the Wholesale Customers to proactively manage the orders that will be cancelled at the beginning of Cutover so that they have the opportunity to choose whether to re- key and queue these orders in Wisor or hold the orders to re-key after Cutover ends.
5.1.2 Cutover
5.1.2.1 At Cutover, LVR information will no longer be available on the Verizon Website. Wholesale Customers will be directed to the FairPoint Wholesale Website for this information.
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5.1.2.2 On the first day following Cutover, FairPoint intends to provide a final customer jeopardy report to all Wholesale Customers, which will include all orders that were cancelled by Verizon and will have to be re-entered into the Wisor system.
5.1.2.3 FairPoint plans to take the extracts of all pending orders that were not complete in the Verizon Systems and prepare for in-flight re-entry into the new FairPoint Systems.
5.1.3 Post-Cutover
5.1.3.1 FairPoint intends to begin re-entry of all in-flight orders.
5.1.3.2 FairPoint will work to complete re-entry of all backlog orders and restore business as usual procedures for the Wholesale Customers in an expeditious manner.
5.1.3.3 The embedded directory listing base will be transitioned over to FairPoint from Verizon through Idearc and will reside on the new FairPoint system.
6 PROVISIONING & INSTALLATION
Summary:
Provisioning and Installation procedures will continue to be handled in a business as usual manner until the Embargo begins. During the Embargo, only orders meeting the specific criteria for an Emergency Order will be provisioned. The procedures for submitting an Emergency Order during the Embargo are described in Section 4.5. Once an order has been received and confirmed to be an Emergency Order, the following procedures will be employed to provision and install the order. FairPoint will provide provisioning coordination for LSRs and ASRs through its provisioning centers. FairPoint will coordinate with field and Central Office personnel to ensure the successful provisioning of Wholesale Services.
6.1 Escalation Lists / Process
See Escalation Lists (Section 13)
FairPoint Escalation Lists are complete with the following exceptions: #3, Wholesale Help Desk #8, Winback Coordination Center #9, Unlawful Call Center
We expect to have these completed within 30 days prior to Cutover.
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FairPoint is in the process of developing an SLA document to address CLEC concerns with response times for calls placed to the ROC and WSC. This SLA document is expected to be distributed and posted to the Wholesale Web Site by December 29, 2008.
In addition, FairPoint is in the process of developing and documenting new phone trees for both the ROC and WSC. These are expected to be distributed and posted to the Wholesale Web Site by December 29, 2008.
6.2 Order Processing
6.2.1 Pre-Cutover
6.2.1.1 Orders will be provisioned and installed as usual until the Embargo. No orders with a due date after the beginning of the Embargo will be installed until the new FairPoint Systems are operational with the exception of Emergency Orders. If an in-flight order is an Emergency Order, the Wholesale Customer should contact their Account Team to have the order reviewed and moved to the manual provisioning and installation process that is described below.
6.2.1.2 During the Embargo only Emergency Orders will be accepted for provisioning and installation. If such an order is identified, the Wholesale Customer should contact their account team who will then submit the order for consideration. Once the order is approved by the Director of Wholesale Customer Operations as an Emergency Order, it will be assigned to an Implementation Manager. The Implementation Manager will then contact the Wholesale Customer to begin the provisioning process.
FairPoint is creating an Emergency Order Form for processing Emergency Orders during the Embargo and Cutover periods. This form will be distributed via an Accessible Letter, posted to the Wholesale Web Site. It will include information on all order types and to whom the request needs to be sent.
6.2.2 Cutover
6.2.2.1 The Emergency Orders provisioned using the manual process described in Section 6.3, will be the first orders entered into the FairPoint Systems, to ensure that inventory and other associated records accurately reflect what has been installed.
6.2.3 Post-Cutover
6.2.3.1 Immediately after the Emergency Orders have been entered into the FairPoint Systems, non- Emergency Orders that have been queued in the Wisor system will begin to flow.
6.2.3.2 Normal Provisioning and Installation procedures will resume as orders are submitted into the Wisor interface.
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6.3 Emergency Orders
6.3.1 Pre-Cutover
6.3.1.1 FairPoint will provide provisioning coordination for LSR and ASR through its provisioning centers. FairPoint will interact with all field and Central Office personnel to coordinate the successful provisioning of Wholesale Services.
6.3.1.2 Orders will be provisioned and installed as described above until the Embargo. All orders with a due date after the beginning of the Embargo will not be installed until the new FairPoint Systems are operational, with the exception of Emergency Orders. If an in-flight order is an Emergency Order, the Wholesale Customer should contact their Account Team to have the order reviewed and moved to the manual provisioning and installation process that is described above.
6.3.2 Cutover
6.3.2.1 During Cutover (refer to the timeline in the Introduction for specific dates), only Emergency Orders will be accepted for provisioning and installation. If such an order is identified, the Wholesale Customer should contact their account team who will then submit the order for consideration. Once the order is approved by the Director of Wholesale Customer Operations as an Emergency Order, it will be assigned to an Implementation Manager. The Implementation Manager will then contact the Wholesale Customer to begin the provisioning process
6.3.2.2 The Implementation Manager then coordinates conference calls including all necessary departments (IOF Design, OSP Provisioning and Engineering, NOC, CO Ops, Special Services, ROC, and any other involved groups depending on service type.)
6.3.2.3 Manual workflow processing during the Embargo will be tracked by the assigned Implementation Manager who will update the relevant databases immediately following Cutover to the FairPoint Systems
6.3.2.4 CO Ops and other field forces will provide network capacity information based on direct network element interfaces.
6.3.2.5 IOF Design and OSP Provisioning will use this information to choose a design for the order. Field forces will use selected design to provision and turn-up an order.
6.3.2.6 IOF Design and OSP Provisioning will keep a manual record of all facilities used for the order to update records once FairPoint Systems are operational.
6.3.2.7 Once field conditions are established, the C.O. and I&M technicians will coordinate facilities.
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6.3.2.8 The FairPoint ROC will use “dumb terminals” to configure translations remotely. All OSP facilities and C.O. facilities will need to be reported back to the Assignment Provisioning Center (APC) to inform what cable / pair and OE were used in order to conduct record update.
6.3.2.9 Vendor meets will need to be arranged via a phone call from the Wholesale Customer to the assigned Implementation Manager. The ROC will continue the normal process of coordinating the vendor meet between the customer and our technicians.
6.3.2.10 The Implementation Manager will coordinate the E9-1-1 activation to Intrado, LIDB, IDEARC, LNP, etc.
6.3.3 Post-Cutover
6.3.3.1 The emergency orders that were provisioned using the manual process described above will be the first orders submitted into the new FairPoint Systems to ensure that inventory and other associated records will be up to date.
6.3.3.1 Normal Provisioning and Installation procedures will resume as orders are submitted into the Wisor interface.
7 BILLING
7.1 Escalation List
See Escalation Lists (Section 13).
7.2 Billing Disputes
7.2.1 Pre-Cutover
7.2.1.1 Business as Usual
7.2.1.2 Extract data from Verizon’s billing systems will be generated starting approximately ten (10) days prior to Cutover. This extract will include all pending open claims, aging report, current historical status, all historical billing records, pending bankruptcy, current status on collection activities and the supporting documentation, and information on any outstanding Billing and Collection (B&C) issues.
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7.2.2 Cutover
7.2.2.1 No activity
7.2.3 Post-Cutover
7.2.3.1 Claims and Collection Activity will begin by re-keying pending data into the appropriate FairPoint billing system. Billing disputes will continue to be emailed to the same email address that all Wholesale Customers are currently using, i.e., [email protected]
7.3 Media / Format
Summary:
All Wholesale Customers are required to indicate their preferred billing media / format to FairPoint. The process for providing this indication is described in Accessible Letter SYS0018-08232008, which was mailed out August 23, 2008. As noted in that Accessible Letter, the deadline for notification of bill media choice was September 15, 2008. Following Cutover, Wholesale Customers may change their billing media by contacting their FairPoint Account Manager.
7.3.1 Pre-Cutover
7.3.1.1 Wholesale Customers, including Resellers, will continue to receive their bills from Verizon. All Wholesale Customers, including Resellers, must set up their FairPoint billing arrangements in accordance with the processes described below during the Pre-Cutover period. Separate processes must be followed to establish Wholesale Billing (for which FairPoint will use CDG) and resale billing (for which FairPoint will use Kenan).
7.3.1.2 Paper: Wholesale Customers will receive paper bills unless CDG was notified otherwise
7.3.1.3 Electronic: In order for a Wholesale Customer to receive Electronic Billing from FairPoint, the FTP Login Request and Site Usage Policy form must have been completed and returned to John Allsup at [email protected] prior to September 15, 2008. For Wholesale Customers that returned the FTP Access form, CDG will set up a user account and contact each Wholesale Customer directly with password and login information to be used Post-Cutover. CDG will provide email notification when Billing Data Tape (BDT) files are posted. Wholesale Customers will then retrieve bills directly from the CDG website. For customers who did not meet the September 15, 2008 deadline, please contact your FairPoint Account Manager after Cutover.
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7.3.1.4 CD-ROM: CDG can provide bills on CD-ROM (text document). Specific requests for CD-ROM will need to be sent directly to CDG: [email protected].
7.3.1.5 Direct Connection: If provisions for a direct connection have been established, CDG will issue electronic bills. Customers wanting to establish a direct connection with CDG, please contact your FairPoint Account Manager.
7.3.1.6 Cartridge: CDG does not offer cartridge as an option.
7.3.1.7 FairPoint will map the billing for Resold Services in accordance with the Table below. Note that certain Verizon formats and transmission methods are proprietary and cannot be reproduced in exact form. The Table below indicates FairPoint billing methods that correspond most closely with existing Verizon proprietary services.
Current Current FairPoint FairPoint Confirmation Verizon Transmission Billing Format Transmission and Testing Billing Format Method Method Required Paper US Mail Paper US Mail No BOS BDT Connect Direct BOS BDT SFTP Yes or Connect Enterprise Bill Manager US Mail FairPoint SFTP Yes CD-ROM Electronic Billing Extract (FEBE) EDI NDM EDI NDM or SFTP Yes
7.3.1.8 Paper: Resellers currently using paper billing need not take any action in order to continue with FairPoint paper billing after Cutover. Resellers will receive paper billing unless FairPoint is notified otherwise. The default billing format for Resellers is paper billing.
7.3.1.9 BOS BDT: Resellers currently using Verizon BOS BDT via Connect Direct or Connect Enterprise must contact FairPoint on or before October 15, 2008 to arrange for Secure FTP connectivity in order to continue to receive billing in this format. Resellers choosing to continue BOS BDT billing after Cutover must contact Laura Talbert or Cheryl Engelhardt at [email protected] to indicate their preference and receive the necessary paperwork to establish a Secure FTP connection with FairPoint.
7.3.1.10 Bill Manager CD-ROM: In addition to billing records, Verizon’s Bill Manager CD- ROM contains proprietary database functionality which will not be available from FairPoint after Cutover. FairPoint will provide Bill Manager users with a similar flat file format known as FairPoint Electronic Billing Extract (FEBE). Resellers currently using Verizon’s Bill Manager CD-ROM must contact FairPoint on or before October 15, 2008 to arrange for Secure FTP connectivity in order to
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receive FairPoint’s equivalent FEBE billing. Resellers choosing to utilize FEBE as a replacement for Bill Manager after Cutover must contact Laura Talbert or Cheryl Engelhardt at [email protected] to indicate their preference and receive the necessary paperwork to establish a Secure FTP connection with FairPoint.
7.3.1.11 EDI NDM: Resellers currently using Verizon EDI / NDM must contact FairPoint on or before October 15, 2008 to arrange for NDM or Secure FTP connectivity in order to continue to receive billing in this format. Resellers choosing to continue EDI billing after Cutover must contact Laura Talbert or Cheryl Engelhardt at [email protected] to indicate their preference and receive the necessary paperwork to establish NDM or Secure FTP connection with FairPoint.
7.3.2 Cutover
7.3.2.1 Not Applicable
7.3.3 Post-Cutover
7.3.3.1 Billing for Wholesale Services with FairPoint (replacement for Verizon CABS)
7.3.3.2 At Cutover, Verizon’s CABS billing will be converted to CDG’s carrier access billing system. CDG has developed and maintained a carrier access billing system that meets the standards set forth by the CABS Billing Output Specifications (C/BOS) since 1987. CDG currently meets C/BOS Version 47, which is the most current release for Bill Data Tape (BDT), Customer Service Record (CSR) and paper invoices. CDG converted to C/BOS version 48 in mid- October.
CDG will replicate existing Verizon Bill cycles. Invoices will be in BDT/CSR format, although CSR’s are optional. Delivery methods are CD, Paper and FTP. Customers currently utilizing Verizon’s NDM option must complete the CDG access paperwork to continue with an electronic billing format (FTP), otherwise the billing format will default to paper. CDG’s default bill medium will be paper. Current delivery schedule will be maintained, unless the customer decides to change their method of billing medium/transport.
7.3.3.3 Billing for Resold Services With FairPoint (replacement for Verizon CRIS billing).
7.3.3.3.1 At Cutover, Verizon’s CRIS billing will be converted to FairPoint’s Kenan billing system.
7.3.3.3.1 FairPoint will replicate existing Verizon Bill cycles. As noted in the Pre- Cutover section above, invoices will be delivered in paper, BDT or FEBE format. Delivery methods are US Mail, NDM and SFTP. Customers that have not contacted FairPoint on or before October 15, 2008 to confirm their choice for Resold Service billing will receive their bills in the
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default format, paper billing. Resellers seeking to change their billing format after Cutover should contact their Account Manager.
7.4 DUF
7.4.1 Pre-Cutover
7.4.1.1 FairPoint has implemented a three step process to review and test distribution of DUF information.
7.4.1.1.1 FairPoint is testing sample volumes of historical data. This is being done with data provided by Verizon.
7.4.1.1.2 FairPoint is testing connectivity to ensure we are able to communicate between companies.
7.4.1.1.3 FairPoint will provide secondary polling data from the switches that will pass through the connection that we will use in production.
7.4.1.2 Wholesale Customers are responsible for completing all the necessary paper work to establish DUF testing. If you have not already done so, please contact Laura Talbert or Cheryl Engelhardt at [email protected] to establish DUF testing.
7.4.1.3 FairPoint has test files with current data available and has begun testing with Wholesale Customers. This can be done through email or the Wholesale Customer may set up a development connection with us. Please contact Laura Talbert or Cheryl Engelhardt at [email protected] if you would like to set up a development connection for testing DUF files.
7.4.1.4 FairPoint will release a schedule of DUF production testing dates. Additional detail on DUF connectivity and production testing will be provided to Wholesale Customers no later than November 24, 2008.
7.4.2 Cutover
7.4.2.1 No records will be exchanged between Verizon, FairPoint or Wholesale Customers.
7.4.3 Post-Cutover
7.4.3.1 Call detail records are processed daily. DUF/MUF records will be in industry standard EMI format - Issue 22 Version 3. Resellers will receive call detail records for (non access) usage calls. UNE providers will receive both call detail and access call records and these will be transmitted via FTP connectivity that has been established with FairPoint pre-cutover.
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7.5 Payments
7.5.1 Pre-Cutover
7.5.1.1 Payments will be processed by Verizon until Cutover.
7.5.1.2 Wholesale Customers who would like to use the wire transfer option once the FairPoint conversion is complete need to contact Tim Ricket @ 704-227-3669 or send an email to: [email protected] to secure bank routing information.
7.5.2 Cutover
7.5.2.1 Although check and wire transfers will be received during Cutover, payments will not be posted to the Wholesale Customer’s account until after Cutover.
7.5.2.2 Check and Wire transfer are the two payment options for our customers.
Checks must be sent to: FairPoint Communications PO Box 257 Lewiston, Maine 04243-0257
Wire Transfer Contact Tim Ricket via email at [email protected] to secure bank routing information.
7.5.3 Post-Cutover
7.5.3.1 Payments sent to Verizon Post-Cutover may result in a delay of payment processing or account updates. All Wholesale Customers will receive an official correspondence regarding lockbox changeover. This information will be provided in an Accessible Letter on or about December 2, 2008. In order to avoid issues related to misdirected payments, please make all necessary arrangements to ensure your payments are directed properly after Cutover.
7.5.3.2 Please remit all payments to FairPoint commencing with your first bill Post- Cutover. Please make all necessary arrangements to ensure your payments are directed properly.
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7.6 Billing Cycles
7.6.1 Pre-Cutover
7.6.1.1 Listed below are the current Verizon billing cycles:
Maine: 4, 7, 10, 13, 15, 16, 19, 20, 22, 25, 28 New Hampshire: 4, 6, 7, 10, 13, 15, 16, 19, 20, 22, 25, 28, 30 Vermont: 4, 6, 7, 10, 13, 15, 16, 19, 20, 22, 25, 28
7.6.2 Cutover
7.6.2.1 No bills will be issued during this period.
7.6.3 Post Cutover
7.6.3.1 All dates related to Post-Cutover Billing Cycles below assume a Cutover date of January 30, 2009. As noted previously, this date is subject to change and in the event that it changes, FairPoint will provide prompt notification to its Wholesale Customers.
7.6.3.2 Billing will resume for those bill cycles which occurred during Pre-Cutover and Cutover.
7.6.3.3 Verizon will be performing the billing through the 30th bill cycle.
7.6.3.4 FairPoint will assume billing on the 4th bill cycle.
7.6.3.5 Customers will receive the 4th bill cycle bills on approximately the 10th of the month and will have until the 4th of the following month to remit payment, approximately 21 days. This is consistent with the current net terms in effect.
7.6.3.6 CDG will replicate existing Verizon Bill cycles.
7.7 CARE / NeuStar
7.7.1 Pre-Cutover
7.7.1.1 During the Pre-Cutover period Verizon will continue to support the CARE process until the beginning of the Embargo. Once Embargo begins, Verizon CARE feeds will cease.
7.7.1.2 FairPoint has selected the NeuStar CARE Clearinghouse as our neutral third- party agent for the exchange of all CARE activity and CARE related issues. This
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Letter of Authorization is applicable only to the FairPoint properties in Maine (OCN 5111), New Hampshire (OCN 5113) and Vermont (OCN 5115). See Appendix B for Company Codes. NeuStar has undertaken file connectivity and application testing on behalf of FairPoint. NeuStar will be the CARE Clearinghouse for all of Maine, New Hampshire and Vermont activity effective after Cutover. All CARE related activity should be directed to Verizon until Embargo.
During the Embargo, CARE records will be queued within the NeuStar system until the FairPoint Systems become operational. After Cutover, all CARE-related activity must be directed to NeuStar. An Accessible Letter entitled Care Activity Exchange Process (SYS001007152008) describing this transition was created on July 15, 2008. An additional letter dated July 15, 2008 (SYS001107152008) entitled Wholesale Customer Cutover Connectivity Checklist provides additional information regarding connectivity for CARE. CARE can be exchanged with non- participants via the fax gateway and spreadsheets.
With respect to the CARE process, FairPoint CARE will issue to all IXCs involved a CARE notification each time an order is processed. This will be done as required by the minimum CARE Standards established in the FCC Docket No. 02-386. If a CARE record is issued to change PICs, both the receiving and losing IXC would receive a CARE notification.
7.7.1.3 For NeuStar specific questions and to establish connectivity, please contact NeuStar’s CARE Clearinghouse who supports the FCC required inbound/outbound data exchange between FairPoint and our Long Distance Wholesale Customers. The data exchange includes PIC change and BNA requests intended for FairPoint as well as reject and confirmation response activity. In addition, disconnect, new install and change activity sent to LD trading partners subsequent to the completion of applicable FairPoint service orders.
7.7.1.3.1 CARE Clearinghouse service center is available M-F 8:00 am – 8:00 pm ET and can be reached on 866-638-9600, Option # 1 or via email at [email protected]
7.7.1.4 No CARE feeds will be provided after the beginning of Embargo.
7.7.2 Cutover
7.7.2.1 No CARE feeds will be provided during Cutover.
7.7.3 Post-Cutover
7.7.3.1 In addition to the above, if an order is submitted via NeuStar, the order will update the Customer Service Record, which will be available for viewing via Wisor upon completion of the order. CARE feeds will resume once FairPoint Systems become operational.
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7.8 Billing and Collection Services (B&C)
7.8.1 Pre-Cutover
7.8.1.1 During the Pre-Cutover period, Billing and Collection Services currently provided to Wholesale Customers will continue to be provided by use of Verizon Systems.
7.8.1.2 FairPoint is utilizing Solix as a clearinghouse to process B&C data. Dave Bergeron at [email protected] is the point of contact for SOLIX questions as well as any testing questions between SOLIX and the B&C carriers.
7.8.2 Cutover
7.8.2.1 No B&C processing during this period.
7.8.3 Post-Cutover
7.8.3.1 Casual billing records will be sent from Carriers to Solix, who will be responsible for collecting the records from all B&C Carriers. Customers can contact the Wholesale Service Center, Billing on 866 925-8971, select the option for B&C.
8 E9-1-1
8.1 Escalation Lists
See Escalation Lists (Section 13) for Pre-Cutover & Post-Cutover Contacts.
8.2 E9-1-1 Process
FairPoint has scheduled E9-1-1 training for our Wholesale Customers (see below for dates and times). During those training sessions Wholesale Customers will receive complete documentation, will see examples of orders, and will participate in a Question and Answer period.
Session # 1 – December 2nd 1pm-3:30pm
Session #2 – December 3rd 1pm-3:30pm
Session #3 – December 4th 9am-11:30am
Session #4 – December 4th 1pm-3:30pm
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Session #5 – December 5th 8:30am-11am
8.2.1 Pre-Cutover
8.2.1.1 This document outlines the steps FairPoint is taking to implement E9-1-1 changes for our anticipated cutover in January. Specifically, for the State of Maine, the management of the hosted ALI Database will transition from Verizon to FairPoint who has contracted with Intrado as our database provider. Starting on January 9, 2009, a period of dual processing will begin and run until the end of January, 2009 when the Cutover is anticipated to take place. Any other E9-1- 1 changes, such as circuit cutovers, will be transparent to other service providers in the State of Maine.
8.2.1.2 There are no changes related to E9-1-1 for Wholesale Customers in NH and VT.
8.2.1.3 As part of our Cutover readiness activities, FairPoint hosts monthly Wholesale User Forums in ME, NH and VT which includes information about the E9-1-1 project. All questions and answers from the user forums are documented and posted on the Website along with a calendar of events. (http://www.fairpoint.com/business_services/wholesale.html). In addition, FairPoint holds separate conference calls with Wholesale Customers, as needed.
8.2.1.4 Beginning January 9, 2009 (the finalized date will be announced later) Intrado and Verizon will begin dual processing of service order activity in Maine. This duality will ensure database integrity during the transition. All Wholesale Customers and ITCs will be required to submit daily service order activity for Moves, Changes and Inserts to the ALI database to both Verizon and Intrado, and also conduct any necessary error correction required for both systems. This will give FairPoint approximately three (3) weeks to ensure that the Intrado database is up and running successfully with all Wholesale Customers before the system Cutover from Verizon. During this time, continuous statistical analysis will ensure that both the Verizon and Intrado databases will stay up-to-date and accurate.
8.2.1.5 An Accessible Letter was sent out on October 27, 2008 to provide notice of dual processing in Maine. This was also covered at the October 2, 2008 WUF meeting and the October 3, 2008 ITC meeting.
8.2.2 Cutover
8.2.2.1 Nothing changes during this time. The Intrado database will remain accessible for updates. Health-related emergency orders that normally require Verizon/FairPoint systems can be manually updated in the Intrado E9-1-1 database.
8.2.2.2 As ILECs and CLECs in Maine are aware, outage reporting is mandatory under the requirements of the Emergency Services Communication Bureau’s “Local Exchange Carrier Procedure for Enhanced 9-1-1 Notifications for Planned and
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Unplanned Outages.” Effective with the Cutover, the FairPoint E9-1-1 Response Center (FERC) will take those calls in place of the Verizon E9-1-1 Customer Care Center (CCC). The FERC telephone number will be 866-984-3911.
8.2.3 Post-Cutover
8.2.3.1 After the larger system Cutover, Wholesale Customers in Maine will be sent a notice to discontinue sending service order activity to Verizon.
8.2.3.2 Service Providers in Maine will process their E9-1-1 updates through Intrado.
8.2.3.3 ILECs and CLECs in Maine will call FERC at 866-984-3911 for outage reporting required by the Maine Emergency Services Communication Bureau.
9 TROUBLE ADMINISTRATION / REPAIR
9.1 Escalation Lists
See Escalation Lists (Section 13) for Pre-Cutover & Post-Cutover Contacts.
9.2 Ticket Submission
9.2.1 Pre-Cutover
9.2.1.1 It is FairPoint’s intent to send an Accessible Letter to the Wholesale Customers on December 2, 2008 to request an e-mail list to be used in the notification of in- flight repairs.
9.2.1.2 This letter will require a response within ten (10) days.
9.2.1.3 On December 22, 2008 it is FairPoint’s intent to send a test e-mail to verify provided customer email addresses.
9.2.1.4 FairPoint will require a positive response from each intended recipient.
9.2.1.5 It is FairPoint’s intent to pull, sort and send via email a test extract of all in-flight trouble tickets on January 10, 2009, to ensure that the form and method of communication will be sufficient at Cutover. The Wholesale Customer can respond back to the email regarding any discrepancies that are identified between the FairPoint list and the customer’s list.
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9.2.1.6 Approximately two (2) hours prior to the Verizon Systems going off-line on January 30, 2009, FairPoint intends to pull an extract to capture all of the in-flight trouble reports. These tickets will be sorted by Wholesale Customer and e-mailed to each customer within four (4) hours.
9.2.1.7 Approximately two (2) hours prior to the Verizon Systems going off-line the manual repair process will begin to be utilized for all retail and wholesale trouble reports. At this time, Wholesale Customers will no longer use the Verizon interface and begin submitting trouble tickets by sending an e-mail to [email protected]. This e-mail will receive a reply with a trouble ticket number.
9.2.2 Cutover
9.2.2.1 All trouble tickets that are received during the Cutover will be submitted by sending an e-mail to [email protected] or calling the ROC at 866-925-3485. FairPoint is in the process of developing a standardized email template for ticket submission. This template will include all required information needed for trouble reporting, i.e. customer name, telephone number, company name, circuit ID, issue reporting, and submission instructions. ROC technicians will verify and acknowledge the receipt of all necessary information within an hour of ticket submission. FairPoint anticipates that it will take customers approximately four minutes to submit a trouble ticket via the 800 number, once the phone is answered by a technician.
9.2.2.2 FairPoint is developing an internal database that will be used for trouble ticket tracking. This database will automatically assign trouble ticket numbers and will be updated with ticket status.
9.2.2.3 FairPoint is in the process of developing an SLA document to address CLEC concerns with response times for calls placed to the ROC. The Mean Time to Answer is still under development and will be included in this document. This SLA document will be distributed and posted to the Wholesale Web Site by November 26, 2008.
9.2.2.4 The ROC will have an ACD queuing calls. All calls will be answered by a technician and will not be forwarded to voicemail. If a Customer’s call goes to FairPoint voicemail while escalating an issue, it is recommended that the caller leave as much relevant information as possible so that the FairPoint team may start working the escalation as soon as they retrieve the message.
9.2.2.5 Wholesale Customers can receive status updates by calling 866-925-3485. When the trouble is resolved by the ROC, the Wholesale Customer will be called to confirm that both parties agree that the ticket can be closed. If agreed, an email response will be sent to the original email address to confirm the ticket has been closed. It is recommended that Wholesale Customers establish a group email address from which trouble tickets can be initiated and to which trouble tickets closure messages can be sent.
9.2.2.6 Trouble Administration during Cutover will be manual. The ROC will work directly with the Central Office technicians and the Special Service technicians to
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isolate all troubles. Status will be documented as well as close out information to be saved for input to the new systems once they go live.
9.2.2.7 In order to maintain the accuracy and integrity of the repair system, Remedy, FairPoint will not load tickets opened during Cutover into the system. There are edits in place that prevent manually overriding trouble ticket date stamps, in order to maintain the data history.
9.2.2.8 Once a date and time has been confirmed for the new FairPoint systems to go on-line, a notice will be sent utilizing the same e-mail list that was established through the Accessible Letter. At the prescribed time noted in this communication, Wholesale Customers will begin interfacing with Wisor. It is important to note that all trouble tickets that were initiated using [email protected] and all troubles that were transitioned from the Verizon systems to the manual processing will be worked through to resolution using the manual process. The e-mail address, [email protected] will continue to accept trouble tickets for 24 hours following the time that Wisor goes live. However, a reminder will be sent with the reply to these submissions that Wisor is now live and all new trouble tickets should be submitted using Wisor immediately. Twenty-four hours after Wisor goes live the [email protected] e-mail address will no longer accept new trouble reports. Troubles submitted using this method after 24 hours will be rejected.
9.2.3 Post-Cutover
9.2.3.1 Trouble Administration returns to the Pre-Cutover Process except that the Wholesale Customer will now be inputting and monitoring troubles via the Wisor system.
9.3 Remote Testing
9.3.1 Pre-Cutover
9.3.1.1 Two (2) hours prior to Verizon Systems going off-line, FairPoint Trouble Administration plans to transition to a manual process and begin testing per the process outlined below.
9.3.2 Cutover
9.3.2.1 Testing will be done by the Central Office technician, dispatch technician and the switch technician, manually instead of remotely by the ROC due to lack of system availability.
9.3.2.2 As the systems come up technicians will begin to utilize them.
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9.3.3 Post-Cutover
9.3.3.1 Normal testing resumes.
9.4 Dispatch Request
9.4.1 Pre-Cutover
9.4.1.1 Two (2) hours prior to Verizon Systems going off-line, FairPoint Trouble Administration plans to transition to a manual process and begin testing per the process outlined below.
9.4.2 Cutover
9.4.2.1 Wholesale Customers will initiate a trouble ticket by sending an e-mail to [email protected] or calling 866-925-3485. The ROC technician will then arrange for a dispatch with the dispatch organization.
9.4.2.2 All tickets initiated during the Cutover will be worked to resolution using the manual process. Notification will be sent via e-mail as to when the FairPoint trouble reporting systems are to go live. At this time, dispatch requests will begin to be submitted using the Wisor system.
9.4.3 Post-Cutover
9.4.3.1 Wholesale Customers will process dispatch requests via Wisor. Dispatch status will be available through Wisor.
9.5 System Release Management
9.5.1 The Regional Operations Center Manager and Director will participate in a customer facing bridge in order to provide Wholesale Customers with a status of systems and to confirm execution of Post-Cutover efforts. (The bridge number will be placed on the FairPoint web site and issued via normal communication methods to all Wholesale Customers.) The bridge will be open following the completion of Cutover. FairPoint plans to provide status updates twice daily for the first five (5) days following Cutover, or until issues are resolved. In addition we will send via the notification process an email with all open issues with updates for Wholesale Customers.
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10 Operator Services / Directory Assistance (OS/DA)
10.1 OS/DA Process
10.1.1 Pre-Cutover
10.1.1.1 It is not anticipated that there will be changes to the existing processes by which Wholesale Customers call and receive OS/DA services today..
10.1.1.2 Wholesale Customers that experience a disruption in service should submit a trouble ticket as per existing procedure.
10.1.1.3 FairPoint’s current plans are to have new OS/DA workstations in place as of the end of October, 2008. During the time leading up to Cutover, FairPoint Operators will be trained on all aspects of these new workstations.
10.1.1.4 Live internal testing of FairPoint’s new OS/DA platform is planned to begin during the second week of November, 2008.
10.1.1.5 By mid-January 2009, FairPoint plans to convert and begin operating under the new FairPoint Systems.
10.1.1.6 OS/DA will be branded per Interconnection Agreement (ICA). FairPoint will continue to support all currently branded ICAs that were established with Verizon. FairPoint has two Traffic Operator Position System (TOPS) switches. The primary switch is in Manchester, New Hampshire. The secondary switch is in Portland, Maine.
10.1.2 Cutover
10.1.2.1 At Cutover FairPoint will cease using the Verizon OS/DA platform.
10.1.2.2 If Wholesale Customers’ end users cannot access OS/DA services, FairPoint will have an Interactive Voice Response (IVR) ready to advise customers of the problem at Cutover and beyond.
11 Metrics
11.1 PAP Delivery Process
11.1.1 Pre-Cutover
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11.1.1.1 Currently all Metrics reports are provided by Verizon on behalf of FairPoint.
11.1.1.2 Verizon will continue to provide all Metrics reports for FairPoint up to the last day prior to Cutover.
11.1.1.3 FairPoint plans to request relief from the Maine, New Hampshire, and Vermont regulatory agencies, from any absolute interval requirements during the month in which Cutover begins , the month in which Cutover is completed and the month following Cutover completion. FairPoint does not plan to ask for relief from anything associated with parity. FairPoint will not be submitting requests for relief on behalf of individual Wholesale Customers.
11.1.2 Cutover
11.1.3.1 There will not be access to system generated Metrics during this period.
11.1.3 Post-Cutover
11.1.5.1 FairPoint has compiled historical data to assess accuracy of the initial reports. With the activation of the reporting systems, FairPoint will begin to verify Metric accuracy and report content. As each system is activated, Metrics data will be collected and verified.
12 INTERVAL GUIDES
12.1 Summary
FairPoint has completed Post-Cutover Interval Guides and they are posted on the Wholesale Web Site.
13 ESCALATION LISTS
13.1 FairPoint Wholesale Account Team Contacts
Wholesale Customer Director Phone AT&T Paul Bodziach 412.366.9845
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IXC, CLEC, ISP Ned Stanley 412.458.0141 ITC, Cable Companies Jim Quinn 207.648.3055 One Communications and Wireless Carriers Chad Lehman 724.941.9308 Verizon Greg Adams 412.279.2241
Other Account Team Contacts: Assistant Vice-President Wholesale Michelle Hymson 412.841.3610
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13.2 Provisioning, Installation, Repair and Maintenance Contact Lists
Pre- Pre-Cutover Post-Cutover Post-Cutover Post-Cutover Cutover Department Department Number Escalation List Number Regional Operations VPS UNE Maintenance 800-425-0891 866-925-3485 #1 Center (ROC) Regional CLEC Maintenance Center Regional Operations 800-425-0891 866-925-3485 #1 (RCMC) POTS/DSL/Line Center (ROC) Share
Regional Operations UNE HICAP Maintenance 800-425-0891 866-925-3485 #1 Center (ROC)
Local Number Local Number Portability 888-636-5317 Portability (LNP) 866-925-3485 #2 (LNP) Center Center Partner Solutions Wholesale Help Desk xxx-xxx-xxxx Customer Care Center 877-946-5222 #3 (WHD) (TBD) (PSCC)
VPS Switched Access Regional Operations 888-368-8153 866-925-3485 #1 Maintenance Center (ROC)
VPS Special & Switched Regional Operations 888-368-8153 866-925-3485 #1 Access Maintenance Center (ROC) Regional Operations NE Weekend Duty 888-368-8153 866-925-3485 #1 Center (ROC) Regional Operations Chronic Contacts 888-368-8153 866-925-3485 #1 Center (ROC) National Support Center Wholesale Help Desk xxx-xxx-xxxx (NSC) EBTA Application 800-483-7766 #3 (WHD) (TBD) Support National Support Center Wholesale Help Desk xxx-xxx-xxxx 800-483-7766 #3 (NSC) TAXI Help Desk (WHD) (TBD) National Support Center Wholesale Help Desk xxx-xxx-xxxx 800-483-7766 #3 (NSC) VTAG Help Desk (WHD) (TBD) National Market Center Wholesale Service (NMC) Wholesale 800-684-9012 866-925-8971 #4 Center (WSC) Advantage National Market Center Wholesale Service 800-684-9012 866-925-8971 #4 (NMC) Line Share Center (WSC) National Market Center Wholesale Service 800-684-9012 866-925-8971 #4 (NMC) Resale Center (WSC) National Market Center Wholesale Service 800-684-9012 866-925-8971 #4 (NMC) UNE Center (WSC) Regional CLEC Regional Operations 866-925-3485 Coordination Center 888-456-3501 #1 Center (ROC) (RCCC) UNE
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Pre- Pre-Cutover Post-Cutover Post-Cutover Post-Cutover Cutover Department Department Number Escalation List Number Regional CLEC Regional Operations Coordination Center 866-925-3485 877-914-2532 Center (ROC) ISP #2 (RCCC) ISP Designed Designed Services Services Regional CLEC Regional Operations Coordination Center 866-925-3485 888-456-3501 Center (ROC) Resale #2 (RCCC) Resale POTS POTS UNE-P UNE-P Regional Resold Services ispcenter@ver Wholesale Service Center (RRSC) ISP 866-925-8971 #4 izon.com Center (WSC) Designed Services
UNE HICAP Provisioning- Wholesale Service 866-925-8971 866-925-8971 #4 Pre RID Center (WSC)
UNE HICAP Provisioning- Status Rep Regional Operations 866-925-3485 #1 Post RID 888-671-3501 Center (ROC)
Winback Coordination Winback Coordination xxx-xxx-xxxx #8 Center (WCC) Center (WCC) (TBD)
VPS Special Access 866-925-8971 Wholesale Service 866-925-8971 #4 Provisioning (Pre-RID) Center (WSC)
VPS Special Access Status Desk Regional Operations 866-925-3485 #1 Provisioning (Post-RID) 888-671-5835 Center (ROC)
VPS Switched 866-925-8971 Wholesale Service 866-925-8971 #4 Provisioning (Pre-RID) Center (WSC)
VPS Switched Regional Operations 888-671-5835 866-925-3485 #1 Provisioning (Post-RID) Center (ROC)
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Pre- Pre-Cutover Post-Cutover Post-Cutover Post-Cutover Cutover Department Department Number Escalation List Number Wireless Special Wholesale Service 800-594-5723 866-925-8971 #4 Provisioning (Pre-RID) Center Wireless Special Regional Operations 888-671-5835 866-925-3485 #1 Provisioning (Post-RID) Center (ROC) Wireless Switched Wholesale Service 800-594-5723 866-925-8971 #4 Provisioning (Pre-RID) Center
Wireless Switched Regional Operations 888-671-5835 866-925-3485 #1 Provisioning (Post-RID) Center (ROC)
Equal Access Point of Wholesale Service 888-875-4022 866-925-8971 #5 Contact(EAPOC) Center (WSC)
Sonet & TLS Project Wholesale Service 866-925-8971 #4 Manager Center (WSC)
866-925-8971 Special Access Project Wholesale Service 603-695-1921 #4 Management Center (WSC)
Switch Project Wholesale Service 866-925-8971 603-695-1921 #4 Management Center (WSC) 617-743-1484 (Vz Diane Wireless/T- Morrissey Mobile AT&T Wireless Mobility) Special Wholesale Service 866-925-8971 Julie 617-342-8605 #4 Project Center (WSC) Morgan (Metro PCS) Manager 617-342-9250 Patricia (Sprint Goring PCS/NextelU S Cellular) 617-342-8605 (Cingular/ATT , T-Mobile Atlantic Julie Cell/US Morgan Wireless Cell/Metro Switched PCS Wholesale Service 866-925-8971 #4 Project American Center (WSC) Manager Messaging) 617-342-8605 Patricia (Sprint Goring PCS/Nextel) Diane 617-743-1484 Morrissey VZ Wireless National Support Center 800-483-7766 Wholesale Service 866-925-8971 #10 (NSC) Carrier Access Center (WSC)
Release: September 19, 2008 Page 51 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Pre- Pre-Cutover Post-Cutover Post-Cutover Post-Cutover Cutover Department Department Number Escalation List Number Billing Web Application Support National Support Center Wholesale Service 800-483-7766 866-925-8971 #4 (NSC) Access Ordering Center (WSC) Wholesale Help Desk xxx-xxx-xxxx SOS Help Desk 866-925-8971 #3 (WHD) (TBD) Connectivity Management Wholesale Help Desk xxx-xxx-xxxx #3 Team (CMT) (WHD) (TBD) CLEC Test Environment Wholesale Help Desk xxx-xxx-xxxx #3 (CTE) (WHD)) (TBD) OSS Interface Change Wholesale Help Desk xxx-xxx-xxxx #3 Management (WHD) (TBD) Wholesale Help Desk xxx-xxx-xxxx XEA Help Desk 800-483-7766 #3 (WHD) (TBD) Wholesale Service Collocation 800-483-4116 866-925-8971 #11 Center (WSC) Negotiations Request Negotiations Request #12 Profile Management Wholesale Help Desk #3 Team (WHD) xxx-xxx-xxxx Unlawful Call Center 800-518-5507 Unlawful Call Center #9 (TBD) Verizon FairPoint License License Access to Poles, Administration Administration Access to Poles, Conduits Conduits and Rights Group Group and Rights of Way of Way 185 Franklin 615 Odlin Rd St, R-503 Bangor, ME Direct applications, Direct applications, #15 Boston, MA 04401 payments, and questions payments, and 02110 to the License questions to the Administration Group 800-641-2299 License 866-774-5228 Fax 617-743- Administration Group Fax 207-941- 8785 1952
Release: September 19, 2008 Page 52 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
13.3 Escalation Lists
Escalation List # 1
Regional Operations Center (ROC) * Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Status Desk FRP Status Request 888-456-3501 General Inquiry
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Geoffrey Comfort Local Manager 603-695-1921 Peer to Peer LEVEL 2 Bill McDermott Area Manager 603-641-1524 Peer to Peer LEVEL 3
John Smee Director 207-648-3032 – O Peer to Peer 207-232-5713 – C LEVEL 4
Hours of Operation
Office Monday – Friday Saturday Sunday Regional Operations 8:00 am – 5:00 pm Closed Closed Center (ROC) Holiday Schedule New Year's Day Thanksgiving Day Memorial Day Day after Thanksgiving Day Independence Day Christmas Day Labor Day
* Services Covered: Regional CLEC Coordination Center (RCC) ISP Designed Services UNE and UNE P UNE HICAP Special & Switched Access Maintenance Switched Access Maintenance Chronic and Week-end Contacts
Release: September 19, 2008 Page 53 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #2
Local Number Portability (LNP) Center Post- Cutover
General Contact Information
Person / Center Name Title Contact # Notes Local Number Portability Wholesale customers 866-925-3485 Center (LNP) only-- SPID ID required
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Len Sampson Local Manager 781-820-2658 LEVEL 2 Gil Lamarre Manager 207-648-3035 LNPC Regional LNP
Hours of Operation
Office Monday – Friday Saturday Sunday Local Number Portability 8:00 am – 6:30 pm Closed Closed (LNP) Center
Release: September 19, 2008 Page 54 of 78 Last Update: November 13, 2008 Escalation List #3
Wholesale Help Desk (WHD) Post- Cutover
General Contact Information
Person / Center Name Title Contact # Notes Wholesale Help Desk Specialists 800 # (WHD)
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Matt Bertsch Manager TBD LEVEL 2 Gwen Hammond Manager 207-797-1378 LEVEL 3 John Berard Director 207-648-3085 LEVEL 4
Rich Murtha Director 207-797-1265 – O 207-232-2139 – C
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Help Desk 8:00 am – 5:00 pm Closed Closed (WHD)
Formerly known as the Partner Solutions Customer Care Center (PSCC) Tickets can be opened for the following: System Availability issues pertaining to on-line and application to application Interfaces for local service. These issues include slow response times, time outs, loss of access/functionality and inability to download files or reports. System errors pertaining to FairPoint Systems not returning a response that is consistent with the response listed in the Business Rules. Billing Issues involving Daily Usage File (DUF), Bill Data Tape (BDT) Line Loss Exceptions when a report of a loss of line on the customer’s network is disputed. Loop Qualification Exceptions concerning transaction responses that have Zero loop length populated, a BTN not associated with an address or a BTN associated with multiple addresses. PON Exception issues involving LSI and EDI notifiers - Acknowledgement (ACK), Local Service Confirmation (LSC), Provisioning Completion Notification (PCN) and Billing Completion Notification (BCN). Wholesale Portal EBTA Application Support TAXI / VTAG Profile Management Team Connectivity Management Team (CMT) CLEC Test Environment (CTE) Wholesale Cutover Communication Plan
SOS Help Desk
Release: September 19, 2008 Page 56 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List # 4
Wholesale Service Center (WSC) Post-Cutover
General Contact Information - WSC Escalation Procedure
Person / Center Name Title Contact # Notes Wholesale Service Center Customer Service Rep 866-925-8971 (WSC)
- The Wholesale Service center (WSC) customer service team is your point of contact for Local Service Requests (LSRs) once they have been submitted.
- When contacting the WSC, please provide the representative with your valid LSR Purchase Order Number (PON), Order Number, and sufficient information such as urgency level and expectation. To ensure the best service, the representative must be provided a reasonable opportunity to resolve the issue. In the rare event your expectations are not met, please share with the representative that you are not satisfied and would like additional support from them, up to and including referral for Escalation. Upon referral for Escalation, you will be provided an Escalation Tracking Number. Please make note of your tracking number for future reference.
- Expedite Due Date Request: For all earlier due date requests please be sure an expedited supplemental LSR has been submitted. If the returned LR due date is not satisfactory proceed to 1st Level Escalation as outlined in the WSC Escalation List. The WSC representative will be able to contact the appropriate provisioning group to see if an earlier due date can be accommodated. Note: FairPoint does not guarantee that a requested expedite due date can be given.
- The Wholesale Service Center (WSC) customer service team is your point of contact for Local Service Requests (LSRs) once they have been submitted. If you have questions on how to complete an LSR, or are having system problems, or receiving error messages, or are missing EDI or LSI/WISE notifiers, contact the WSC.
- When contacting the WSC, please provide the representative with your valid LSR Purchase Order Number (PON), Order Number, and sufficient information such as urgency level and expectation. To ensure the best service, the representative must be provided a reasonable opportunity to resolve the issue. In the rare event your expectations are not met, please share with the representative that you are not satisfied and would like additional support from them, up to and including referral for Escalation.
- Upon referral for Escalation, you will be provided an Escalation Tracking Number and agreed status in two hours. Please make note of your tracking number for future reference.
-For additional assistance please use the WSC Customer Contact Escalation list.
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Brian Petersen Supervisor 207-648-3177 NOTE 1 LEVEL 2 Gwen Hammond Manager 207-648-3157 LEVEL 3
Rich Murtha Director 207-797-1265 – O 207-232-2139 – C LEVEL 4 Vice President Business & Brian Lippold 207-648-3029 Wholesale Service
Release: September 19, 2008 Page 57 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service Center 8:00 am - 5:00 pm Closed Closed (WSC)
Holiday Schedule New Year's Day Thanksgiving Day Memorial Day Day after Thanksgiving Day Independence Day Christmas Day Labor Day
NOTE: The supervisor will open Escalations for advanced resolution to missed due dates, loss of service, ordering and service issues. Customers are provided an Escalation Tracking Number and agreed status in two hours. Please note that your Escalation Tracking Number will be required for any contacts beyond 2nd level. If you do not have a Tracking Number, you will be asked to call Customer Service.
Release: September 19, 2008 Page 58 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #5
CARE Product Equal Access Point of Contact (EAPOC) Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Wholesale Service Center LSR Option EAPOC 866-925-8971 (EAPOC)
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Brian Petersen Supervisor 207-648-3177
LEVEL 2 Gwen Hammond Manager 207-648-3157
LEVEL 3
Rich Murtha Director 207-797-1265 – O 207-232-2139 – C
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service Center 8:00 am – 5:00 pm Closed Closed Holiday Schedule New Year's Day Veterans Day President's Day Thanksgiving Day Memorial Day Day after Thanksgiving Day Independence Day Christmas Day Labor Day
Release: September 19, 2008 Page 59 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List # 6
Access Products – Ordering (Pre-RID) * Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes General ASR status Option 1 Wholesale Service Center Ordering Help Desk 866-925-8971 Create Escalation Case Option 4 Create Escalation Past Due Date 866-925-8971
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Becky Delcourt Supervisor 207-797-1281 UNE DS0/DS1 LEVEL 2 Gwen Hammond Manager 207-648-3157 UNE/DS1/DS0 LEVEL 3
Rich Murtha Director 207-797-1265 – O Peer to Peer 207-232-2139 – C LEVEL 4 Brian Lippold Vice President Business & 207-648-3029 Peer to Peer Wholesale Services
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service 8:00 am -5:00 pm Closed Closed Center (WSC) Holiday Schedule New Year's Day Thanksgiving Day Memorial Day Day after Thanksgiving Day Independence Day Christmas Day Labor Day
Services Covered * UNE HiCap Special Access Switched Access Wireless Special Wireless Switched
Release: September 19, 2008 Page 60 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #7
Access Products – Provisioning (Post-RID) * Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Regional Operations Test & Turn up Status Rep 866-925-3485 Center
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Geoffrey Comfort Local Manager 603-695-1921 Test & Turn-up
Marsha Vidal Supervisor 603-695-1913 Tues – Weds, 8am - 5pm Thursday Only, 8am - Noon LEVEL 2 Bill McDermott Area Manager 603-641-1524 Test & Turn-up LEVEL 3
John Smee Director 207-648-3032 – O Test & Turn-up 207-232-2139 – C Peer to Peer
LEVEL 4 Karen Mead Vice President Operations 603-641-1665 Peer to Peer & Engineering
Hours of Operation
Office Monday – Friday Saturday Sunday Regional Operations 8:00 am - 5:00 pm Closed Closed Center (ROC) Holiday Schedule New Year's Day Thanksgiving Day Memorial Day Day after Thanksgiving Day Independence Day Christmas Day Labor Day
* Services Covered:
UNE HiCap Special Access Switched Access Wireless Special Wireless Switched
Release: September 19, 2008 Page 61 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #8
Winback Coordination Center (WCC) Post Cutover In-Process
General Contact Information
Person / Center Name Title Contact # Notes
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1
LEVEL 2
LEVEL 3
LEVEL 4
Hours of Operation
Office Monday – Friday Saturday Sunday Winback Coordination 8:00 am - 8:00 pm 8:00 am - 5:00 pm Closed Center (WCC) Holiday Schedule
Release: September 19, 2008 Page 62 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #9
Unlawful Call Center Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Unlawful Call Center Specialist TBD
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1
LEVEL 2 Tier 2 Escalations Security Manager 866-641-7475 LEVEL 3
LEVEL 4
Hours of Operation
Office Monday – Friday Saturday Sunday 24 Hours 7 Days a week Holiday Schedule
Release: September 19, 2008 Page 63 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #10
Wholesale Customer Access Billing Web Application Support Post-Cutover General Contact Information
Person / Center Name Title Contact # Notes For system administration, daily FairPont Wholesale operations, user access and Representative 866-925-8971 Service Center (WSC) system trouble ticket; provide component code ACW.
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Erin Irish Supervisor 207-878-4006
LEVEL 2 Gwen Hammond Manager 207-648-3157
LEVEL 3
Rich Murtha Director 207-797-1265 – O 207-232-2139 – C
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service Center 8:00 am – 5:00 pm Closed Closed
Holiday Schedule New Year's Day Columbus Day President's Day Veterans Day Memorial Day Thanksgiving Day Independence Day Day after Thanksgiving Day Labor Day Christmas Day
Release: September 19, 2008 Page 64 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #11
Collocation Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Wholesale Service Center Customer Care Rep 866-925-8971 Not for questions regarding collocation applications. For existing collocation arrangements only. For additional information, please contact your FairPoint Collocation Project Manager.
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 WSC Customer Care Rep 866-925-8971 FairPoint Facilities Single Point of Contact 866-925-3485 FairPoint contact for all non- Hotline security issues/Real Estate emergencies with in-service collocation. LEVEL 2 Rich Sweeney - FairPoint Service Manager 603-361-5482 FairPoint contact for Wholesale Collocation Collocation access Service Manager credentials, new/renewal, and security issues with in-service collocation. Stanley Odachowski - Service Manager 603-656-1676 Level 1/ FairPoint Back-up FairPoint Real Estate contact for all non-security Customer Care Service issues with in-service Manager collocation.
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service Center 8:00 am – 5:00 pm Closed Closed
Holiday Schedule
Release: September 19, 2008 Page 65 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #12
Negotiations Request Post-Cutover
General Contact Information
Person / Center Title Contact # Notes Name Negotiations Request Formal Request Manager, Tariffs & Compliance FairPoint NNE Regulatory 155 Gannett Drive S. Portland ME 04106 Fax: (207) 642-3095 E-Mail: [email protected]
Hours of Operation
Office Monday – Friday Saturday Sunday Negotiations Request 9:00 am - 6:00 pm (ET) Closed Closed
Holiday Schedule
Release: September 19, 2008 Page 66 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #13
Billing Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Customer Service Wholesale Service Center 866-925-8971 Representative
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Erin Irish Supervisor 207-878-4006 LEVEL 2 Gwen Hammond Manager 207-648-3157 LEVEL 3
207-797-1265 – O Rich Murtha Director 207-232-2139 – C
LEVEL 4 Vice President Business Brian Lippold 207-648-3029 - O Sales and Wholesale [email protected] 207-233-2976 - C Services
Hours of Operation
Office Monday – Friday Saturday Sunday Wholesale Service 8:00 am – 5:00 pm Closed Closed Center (WCS) Holiday Schedule
Release: September 19, 2008 Page 67 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #14
E9-1-1 Post-Cutover
General Contact Information
Person / Center Name Title Contact # Notes Customer Service Database Related Issues [email protected] Representative 866-984-1610 – Office
Escalation List
Person / Center Name Title Contact # Notes LEVEL 1 Deb Wall E9-1-1 Database 207-648-3423 – O [email protected] Manager 207-712-7818 – C LEVEL 2 John Eon 207-797-1303 - O Senior E9-1-1 Manager [email protected] 207-712-7818 – C LEVEL 3 Tim Burns Director Customer 207-648-3062 – O [email protected] Operations-Business 207-232-7930 - C LEVEL 4 Vice President Business Brian Lippold 207-648-3029 – O Sales and Wholesale [email protected] 207-233-2976 - C Services
Hours of Operation
Office Monday – Friday Saturday Sunday Database Mgmt 8:00 am – 4:30 pm Closed Closed Center(DBMC) Holiday Schedule
General Contact Information
Person / Center Name Title Contact # Notes PSAP Related E9-1-1 Network Issues, OCO/MCO 866-984-3911 Issues, Service Technician Disruption Issues
Release: September 19, 2008 Page 68 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
Escalation List #15
Access to Poles, Conduits and Rights of Way Post-Cutover
Pole, Conduit and Right of Way License Administration Groups
Direct applications, payments and questions to the License Administration Group
FairPoint License Administration Group
61 Odlin Road Bangor, ME 04401 Tel: 866-774-5228
Release: September 19, 2008 Page 69 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
14 WHOLESALE CUSTOMER CHECK LIST
FAIRPOINT WHOLESALE CUSTOMER CUTOVER CHECKLIST Issue #1 July 15, 2008 John Berard [email protected] APPLICATION FAIRPOINT FAIRPOINT CONTACT 3RD PARTY CONTACT CONNECTION NAME/PHONE/EMAIL NAME/PHONE/EMAIL OPTIONS LSR Available via For GUI contact Eloise If you are an eBonded ORDERING GUI or Goodson/207‐648‐3210/ customer you will receive eBonding. [email protected] your Wisor contact from Linda. For eBonding contact Linda Birchem/207‐648‐3214/ If you are a GUI user eBonding: [email protected] please send your questions Please refer to to the To reach the FairPoint OSS [email protected] connectivity Change Management team guide on the you can e‐mail: FairPoint [email protected] Wholesale Website for connection options. ASR Available via For GUI contact Eloise If you are an eBonded ORDERING GUI or Goodson/207‐648‐3210/ customer you will receive eBonding. [email protected] your Wisor contact from Linda. For eBonding contact Linda Birchem/207‐648‐3214/ If you are a GUI user eBonding: [email protected] please send your questions Please refer to to the To reach the FairPoint OSS [email protected] connectivity Change Management team guide on the you can e‐mail: FairPoint [email protected] Wholesale Website for connection options.
Release: September 19, 2008 Page 70 of 78 Last Update: November 13, 2008 Wholesale Cutover Communication Plan
TROUBLE Available For GUI contact Eloise If you are an eBonded ADMINISTRATIO via GUI or Goodson/207‐648‐3210/ customer you will receive N eBonding. [email protected] your Wisor contact from Linda. For eBonding contact Linda Birchem/207‐648‐3214/ If you are a GUI user eBonding: [email protected] please you’re your Please questions to refer to To reach the FairPoint OSS [email protected] the Change Management team you connectivit can e‐mail: y guide on [email protected] the FairPoint Wholesale Website for connection options. CARE RECORDS NDM via Pat Block, Director, Wholesale NeuStar CARE (convert from VPN or T1, Billing and CAB Clearinghouse Service XEA) FTP, GUI [email protected] Center 1‐866‐638‐9600 or email (207) 648‐3307 (Prompt #1) [email protected] DUF FILES available [email protected] KDM (Kenan Data via SFTP, or Cheryl Engelhardt or Laura Mediation) FairPoint NDM via Talbert system in Manchester VPN tunnel (207) 648‐3442 Data Center or NDM via T1 Resale Bill provided Pat Block, Director, Wholesale CDG via NDM Billing and CAB Direct [email protected] Connect, (207) 648‐3307 Paper, Wholesale (CABS) Provided by Pat Block, Director, Wholesale CDG Bill CDG Billing and CAB available [email protected] on CD, (207) 648‐3307 Paper and FTP. NDM Direct Connect
Release: September 19, 2008 Page 71 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
LINE LOSS Available via Wholesale John Berard, N/A REPORTS Customer Portal or also via [email protected] an FTP connection to the (207) 648‐3085 FairPoint Manchester Data Center. Customer can choose to either pull the data or have it pushed to them.
MEET POINT available via NDM Direct Pat Block, Director, Wholesale CDG BILLING Connect Billing and CAB RECORDS [email protected] (207) 648‐3307 TCAP SERVICES NA ‐ Customer needs to [email protected] or Verisign (LIDB, CNAM, provide point codes via the Claudia D’Amato (207) 648‐ Toll‐Free, LNP, TCAP questionnaire 3149 AIN, ISVM, and CLASS) E 911 (State of available via HTTP, SFTP or [email protected] Intrado ME only) dial up 911NET
Release: September 19, 2008 Page 72 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
15 APPENDICES
15.1 Appendix A - FairPoint Wholesale Customer Facing Systems Migration Table
Release: September 19, 2008 Page 73 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
15.2 Appendix B – Company Codes
Title ME NH VT ACNA MJD CCNA SAME AS ACNA CIC 571 RAO 3 4 2 OCN 5111 5113 5115 SPID 5111 5113 5115 ICSC = FP01 FP01
Release: September 19, 2008 Page 74 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
16 GLOSSARY
TERM DEFINITION 9-1-1Net Intrado product name for application used for MSAG management Access Service This is an order place by a CLEC. It may be a manual entry or a system Request (ASR) flow-through. ALI Automatic Location Identifier ANI Automatic Number Identification APC Assignment Provisioning Center ASR Access Service Request AVP Assistant Vice President B&C Billing and Collection BDT Billing Data Tape C/BOS CABS Billing Output Specifications C2C report Measures Carrier to Carrier performance levels in a comparative format. CAB’s See: Carrier Access Billing Cable and Pair Identifies facilities by cable number and by individual pairs within the cable. CARE Customer Account Record Exchange CATC Carrier Account Team Center CDG CDG or Communications Data Group is a service bureau that FairPoint partners with to support Wholesale Customer access billing. CLEC See: Competitive Local Exchange Carrier CO Central Office Competitive Local Common carriers that provide local service. These companies compete Exchange Carrier with local telephone service providers to provide access services that (CLEC) connect end-users to long distance companies (Interexchange Carriers). CPC See: Circuit Provisioning Center CSG Carrier Services Gateway CSR Customer Service Record Cutover Cutover is that time when the current systems will be unavailable and the transition to the new systems will be taking place. Cutover is tentatively scheduled to begin at 6:01 pm January 30, 2009. The Cutover period is anticipated to last 5 business days and end on February 6, 2009 6:00 pm. At the conclusion of Cutover, the Post- Cutover period will begin. This schedule assumes the 60 day Irrevocable Notice of Cutover has been agreed to and issued with an effective date of November 30, 2008. DUF Daily Usage File E9-1-1 Enhanced 9-1-1 Service-Provides ANI (automatic number identification) and ANL (automatic location information to the 911 Release: September 19, 2008 Page 75 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
operator. eBonding The process of connecting Wholesale Customers’ existing ordering and trouble administration applications with a direct interface into FairPoint’s internal applications. Embargo The Embargo is a Due Date Embargo, defined as that point when FairPoint will not be providing any due dates, being 5 business days prior to the scheduled cutover date of January 30, 2009 at 6:00 PM. Embargo will begin on January 23, 2009 at 6:00 pm. Emergency Orders Emergency orders are those orders that qualify under the Telephone System Priority (TSP) Guidelines. TSP orders are available to Business and Government End Users only and not to Residential customers. TSP codes are assigned by the Federal Office of Priority Telecommunications. In addition we will, on a case by case basis, handle such issues as New Service for “Medical” expedites, Change TN for legal demand situations, Change Directory Listing for legal demand situations and other extreme or emergency scenarios. These orders will require approval at Director Level during Cutover. EMI Exchange Message Interface ESCB Emergency Services Communications Bureau (part of Maine PUC) FCC The Federal Communications Commission is a federal agency empowered by law to regulate all Interstate and international radio and wire communications services originating in the United States, including radio, television, telegraph and telephone systems. The agency was established under the Communications Act of 1934. FERC FairPoint E9-1-1 Response Center FIFO First in – First out FRP FairPoint FTP File Transfer Protocol GUI Graphical User Interface I&M Installation & Maintenance ICA Interconnection Agreement In-Flight Orders In-flight, or pending orders are those orders (ASR’s/LSR’s) received by FairPoint from Verizon beginning 30 calendar days prior to the scheduled cutover date that have a due date later than the Embargo Date, which is currently scheduled to begin on January 23, 2009 at 6:00 pm. Intrado Company that manages the E9-1-1 database for FairPoint IOF Interoffice facility IT Information Technology ITC Independent Telephone Company LLC Local Link Control Local Service This is an order placed by a CLEC or Reseller Request (LSR) LSR See: Local Service Request LVR Listing Verification Record MUF Monthly Usage File
Release: September 19, 2008 Page 76 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
NDM Network Data Mover, a delayed interface using the Connect Direct transmission method NECA National Exchange Carrier Association NeuStar Company that manages all ported & pooled TN’s and Code Ownership NMC See: Network Maintenance Center NNETO Northern New England Telephone Operations LLC NOC Network Operations Center OCO Overall Control Office OE Office Equipment OSDA Operator Service Directory Assistance OSP Outside Plant PAP Performance Assurance Plan PC Personal Computer PIC/LPIC Primary The inter-exchange/intra-exchange carrier designated by a customer Inter-Exchange to provide both inter-LATA and intra-LATA service automatically Carrier/Local without requiring the customer to dial an access code for that carrier. Primary Intra- Exchange Carrier Post-Cutover Post-Cutover is that time when the new systems are up and operating, but not normalized due to queued up volumes. It is our intention that Post-Cutover will continue until systems are operating normally and within defined guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 6:01 pm on February 6, 2009. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008 and that cutover begins on January 30th, 2009 at 6:01 pm. Pre-Cutover Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of the systems transition, including but not limited to system development, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre-Cutover is tentatively scheduled to end on January 30, 2009 at 6:00 pm. This date assumes the 60 day Irrevocable Notice of Cutover has been issued with an effective date of November 30, 2008. Primary Inter- The inter-exchange carrier designated by a customer to provide inter- Exchange Carrier LATA service automatically without requiring the customer to dial an (PIC) access code for that Wholesale Customer. PSAP Public Safety Answering Point RCMAC Recent Change Memory Administration Center Siebel Siebel is a FairPoint internal application that houses the Wholesale Customer hierarchy of account information and certain associated assets (such as loop, certain features, USOCs, etc.). SLA Service Level Agreement SME Subject Matter Expert SOLIX Company that handles casual billing for FairPoint SOS Standardized Ordering Support
Release: September 19, 2008 Page 77 of 78 Last Update: November 13, 2008 Wholesale Customer Communication Plan
TN Telephone Number TOCV Telephone Operating Company of Vermont LLC TOPS Traffic Operator Position System TSP Telephone System Priority UAT See: User Acceptance Testing UNE Unbundled Network Elements (UNEs) User Acceptance A process to obtain confirmation by a subject matter expert (SME) Testing (UAT) through trial or review, that the modification or addition meets the agreed upon requirements. VOIP Voice over Internet Protocol Wisor Wisor is a FairPoint provided external application that allows Wholesale Customers to send and receive Pre-Order, Order, Order Status and Trouble Administration transactions using a Web browser or EDI. It is used in the FairPoint states of Maine, NH and Vermont. WSC Wholesale Service Center WUF Wholesale User Forum
Release: September 19, 2008 Page 78 of 78 Last Update: November 13, 2008